Tier 1 Quality Specialist

Reed Talent Solutions; Bedford; Hybrid; GBP 29,000; Full time

Job summary

A leading service provider in Bedford is seeking a Tier 1 Quality Specialist. This role focuses on ensuring the quality and accuracy of Tier 1 triage services across various channels, helping to improve financial wellbeing in the UK. Candidates should have relevant experience in quality assurance, strong customer service skills, and the ability to provide coaching and feedback. This position offers a competitive salary and the possibility of homeworking.

Benefits

30 days annual leave plus Bank Holidays

Pension scheme with matched contributions

Interest-free loan for season tickets

Cycle to work scheme

Subsidised eye tests and flu jabs

Life assurance scheme

Employee assistance programme

Paid volunteering days

Recognition scheme

Discounts portal to numerous retailers

Qualifications

• Previous experience in Quality Assurance in a contact centre or similar environment.
• Ability to communicate technical ideas clearly.
• Experience in delivering coaching and feedback sessions.
• High degree of literacy, numeracy, and computer skills.

Responsibilities

• Deliver quality assurance for Tier 1 services across multiple channels.
• Maintain knowledge of Money & Pensions processes.
• Deliver huddles to keep teams informed of changes.
• Provide coaching sessions to Pension Support and Money Support Coordinators.
• Respond to queries and update technical content as needed.

Skills

Quality Assurance experience

Customer service skills

Coaching and feedback delivery

Numeracy

Literacy

Computer literacy

Job description

Tier 1 Quality Specialist

£29000 per annum

Bedford

Permanent

Homeworking

Join us at the Money and Pensions Service (MaPS) as a Tier 1 Quality Specialist. This role offers you the chance to make a significant impact by ensuring the quality and accuracy of our Tier 1 triage services across multiple channels, helping us deliver exceptional customer experiences and improve financial wellbeing across the UK

You’ll be part of a dynamic team dedicated to helping people across the UK improve their financial wellbeing.

Role Overview

The Tier 1 Quality Specialist will report directly to the Quality Manager. In this role, you will be responsible for:

Key Responsibilities

• Deliver quality assurance for Tier 1 services, ensuring interactions across all omni-channel platforms—including calls, webchat, email, and WhatsApp—are technically accurate and meet customer service standards.
• Maintain up-to-date knowledge of Tier 1 (Money & Pensions) processes and develop a broader understanding of Pension Guidance services.
• Update training support materials and deliver huddles to keep teams informed of changes.
• Provide feedback and coaching sessions to Pension Support and Money Support Coordinators.
• Respond to queries from Coordinators and update technical content as needed.
• Undertake any other duties reasonably required within the scope of the role

You will need to demonstrate the following skills and experience.

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

Essential

• Previous experience in Quality Assurance in a contact centre or similar environment.
• Must be good at dealing with members of the public and be able to translate technical ideas and topics into clear spoken and/or written
• Experience in delivering coaching and feedback sessions
• High degree of numeracy, literacy, and computer literacy skills.

Desirable

• A background in financial services
• Knowledge of pensions law and practice and/or money topics

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.

Our Inclusive Working Environment

By fostering our values, we are immensely proud of the inclusive working environment that we have created. The diversity of our people is a strength 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 inclusion, equity, and belonging. We really do want our colleagues to “bring their whole selves to work.”

Our colleague and ally networks encompass LGBTQ+, neurodiversity, women’s health, men’s health, ethnicity, and diversity.

• 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.

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

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 principles, which means that you will be required to participate in a full, open, and fair process.

Reserve List

If you are successful at interview, we operate a reserve list where your details will be held for up to 6 months. Should a vacancy come available in that time with the same essential criteria, reserve list candidates will be offered that position with no further assessment required.

Application Process

The law requires that selection for appointment to the Civil Service is on merit on the basis of fair and open competition as outlined in the Civil Service Commission’s Recruitment Principles. If you feel your application has not been treated in accordance with the Recruitment Principles, and you wish to make a complaint, in the first instance, you should contact the Money and Pensions Service via email: [e-mail]. If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Visit the Civil Service Commission website.

Job Reference: MaPS01068

Close Date: 11/01/26