Quality Manager - Delivery

ZipRecruiter; Bedford; Hybrid; GBP 60,000; Full time

Job summary

An established industry player is seeking a Quality Manager to enhance service delivery and customer experience. This pivotal role involves managing quality metrics, ensuring compliance with standards, and fostering strong relationships with stakeholders. You'll have the opportunity to impact financial wellbeing across the UK while being part of a dynamic team. The organization values inclusivity and offers generous benefits, including flexible working, career development, and a supportive environment to thrive. If you're passionate about quality assurance and customer outcomes, this role is perfect for you.

Benefits

Generous Annual Leave

Pension Scheme

Interest-Free Loan for Season Tickets

Cycle to Work Scheme

Subsidised Eye Tests

Life Assurance Scheme

Employee Assistance Programme

Paid Volunteering

Recognition Scheme

Discounts Portal

Qualifications

• Understanding of debt, money, and pensions sectors.
• Experience in customer experience and quality monitoring.

Responsibilities

• Manage CX&Q team commercial agreements for assurance monitoring.
• Support performance management and KPI measurement.

Skills

Stakeholder Management

Analytical Skills

Communication Skills

Organizational Skills

Customer Experience Principles

Tools

MS Office

Job description

Job Description Quality Manager – Delivery
c.£60,000 per annum
Bedford
Permanent
Hybrid Working

Join us at the Money and Pensions Service (MaPS) as a Quality Manager in the Customer Experience and Quality (CX&C) team. This role offers you the chance to make a significant impact by ensuring high-quality service delivery, championing positive customer outcomes, and maintaining compliance with FCA-approved MaPS Standards across both grants and contracts as well as internal service delivery. You will support both our Advice and Guidance Services and facilitate wider-reaching workstreams such as customer experience. As a Quality Manager, you will be responsible for day-to-day performance management of quality and customer experience metrics, ensuring that all customer interactions are of the highest standard. You’ll be part of a dynamic team dedicated to helping people across the UK improve their financial wellbeing.

Role Overview

The Quality Manager will report directly to Lead Quality Manager (Advice). In this role, you will be responsible for:

Key Responsibilities:

1. Direct management of CX&Q team commercial agreements for assurance monitoring activity.
2. Indirect performance management of our external delivery partners through collaboration with MaPS contract management colleagues.
3. Ongoing management and delivery of CX&Q team assurance approaches.
4. Support performance management and key performance indicators (KPI) measurement.
5. Creating and managing local action plans.
6. Building and maintaining strong relationships.
7. Use a wide range of data and insights to identify opportunities, risks and support reporting.

You will need to demonstrate the following skills and experience

To excel in this role, you will need to demonstrate:

• Understanding of the debt, money and/or pensions sectors with a working knowledge of the complexity in the delivery models and an understanding of drivers of good quality, customer experience and outcomes.
• Awareness of, and/or experience applying customer experience and quality monitoring and assurance principles and methodologies within service delivery and regulatory environments.
• Day to day contract or grant management.
• Excellent stakeholder management skills.
• Effective and impactful communication and presentation skills.
• Strong analytical skills and experience of working with a range of data/insight sources.
• Strong organisation, prioritisation and planning skills.
• Strong proficiency with all standard MS Office applications.

About Us

The Money and Pensions Service (MaPS) is based in Bedford, in a recently renovated modern office. This is a wonderful opportunity for you to become an integral part of a dynamic organisation, working to help people across the UK. At the heart of the Money and Pensions Service are our values – caring, connecting, and transforming, which are the foundation of our success. They permeate every area of our work and define all our business relationships and the way we work with each other. We’re not only looking for the best people to come and work for us, but we need people who align themselves with our values:

• Caring We care about our colleagues and the people whose lives we are here to transform.
• Connecting We will transform lives through our ability to make positive connections.
• Transforming We are committed to transforming lives and making a positive societal impact.

Our Inclusive Working Environment

By fostering our values, we are immensely proud of the inclusive working environment that we have created. The strength of our people is a core asset that we embrace and wish to build upon, so we are committed to attracting people of all backgrounds. We work hard to ensure that we have a progressive approach to diversity, equity, and belonging. We really do want our colleagues to “bring their whole selves to work.” Our colleague and ally networks encompass various groups including neurodiversity, women’s health, men’s health, and others.

What We Offer

• Generous Annual Leave – 30 days plus Bank Holidays
• Pension scheme – contributions matched 2 to 1 (up to 10% of your salary)
• Interest-free loan for season tickets for buses and trains
• Cycle to work Scheme
• Subsidised eye tests & flu jabs
• Life assurance scheme
• Give as you earn scheme
• Employee assistance programme (EAP)
• PAM Assist and PAM Life scheme (Wellbeing)
• Enhanced family and sick pay
• Paid volunteering (2 days a year)
• Recognition Scheme
• Discounts portal to numerous retailers

Flexible Working

At MaPS, we take pride in our flexible approach to work. As standard, we work on a hybrid basis with a minimum of 2 days in the office per week. Hybrid working is a voluntary, non-contractual arrangement and our headquarters in Bedford will be your contractual place of work. The number of days that anyone will be able to work at home will be determined primarily by business needs, but personal and other relevant circumstances will also be considered. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post.

Career Development

In MaPS, we take career development seriously. We actively encourage and support applications from our existing MaPS colleagues. However, we do follow the Civil Service Commissioner recruitment policies to ensure fairness and transparency.