Service Performance, Quality and Standards Executive
£42,000 per annum
Bedford
12 month FTC with possible extension
Hybrid working
“The Service Performance, Quality and Standards Executive is a role within The Money and Pensions Service which supports the SPQS (Service Performance, Quality and Standards) team with monitoring, collating and interrogating quality data across all service lines. The role will work closely with the Quality and Continuous Improvement Managers, working across the Delivery and Transformation Teams within SPQS to review insight and data and identify performance issues and areas of improvement with the MaPS Standards.”
The role
Our Service Performance, Quality and Standards Executive will take a proactive role in bridging the two teams, supporting good communication and identify opportunities for alignment and sharing of practice, alongside:
- Support the production, analysis and routine reporting of performance related KPI’s and customer outcomes (manual and automated reporting)
- To provide support to the SPQS teams with quantitative and qualitative reporting into corporate governance meetings including OpCo, Assurance & Risk Committee, ELT and Board
- Manage and communicate the flow of data linked to the MaPS Quality Assurance Framework – particularly in relation to compliance of the MaPS Standards, customer satisfaction and customer outcomes.
- Co-ordinate post reflective analysis of quality initiatives, producing reports and incorporating good news stories.
- Support the collation and input of quality data from a range of sources including measures within the MaPS Standards testing framework.
- Highlight possible opportunities for improvement of MaPS service lines during data reviews.
- To support alignment across MaPS services, highlighting areas where there may be disparities or similarities in team activity and process.
- Contribute to cross-team project work and knowledge sharing.
- To co-ordinate team meetings and events.
- Attend, support and contribute to relevant stakeholder engagement events.
- Produce high quality reports and other research to strict deadlines.
- Deliver business support and managing complex reporting e.g. qualitative and quantitative data.
- Co-ordinate post reflective analysis, produce reports on quality work and development work including good news stories.
- Take a proactive role in establishing a framework for communicating information, data and good practice across the delivery and transformation teams enabling visibility of insight across the SPQS team.
Experience and Skills
It is essential for the Service Performance, Quality and Standards Executive to demonstrate the following skills and experience:
- Exceptional relationship management skills and the ability to deal with people at all levels.
- Proactive and able to work to tight deadlines, juggling competing workloads and deadlines, while always ensuring excellent attention to detail and accuracy.
- Excellent listening and verbal communication skills, with the ability to communicate effectively verbally and in writing with a range of groups and individuals internally and externally.
- Able to work autonomously as well as part of a team and manage/ influence others to meet deadlines and required standards.
- Strong analytical skills with experience in analysing data, drawing out insight and conclusions and with expertise in producing standard and ad hoc reports.
- Strong organisational, time management and planning skills.
- Experience with MS Office, Outlook, Word, Excel and PowerPoint
- Able to work in cross functionally in a matrix environment and to build and sustain collaborative working relationships with stakeholders throughout the organisation.
Desirable:
- An understanding of either the money guidance, pension guidance or debt advice sectors and industries would be an advantage.
Personal Attributes:
- A pro-active individual with a high level of integrity and discretion.
- Able to work on own initiative as well as part of a team.
- Strong attention to detail.
About MaPS
The Money and Pensions Service is based in Bedford and as a key employer in the town we work hard to ensure that we are an active part of the community. This is a great opportunity for you to join us in Bedford and to be an integral part of the Money and Pensions Service team.
We are already forging great relationships with Bedford Borough Council and other local organisations to ensure that we are an active part of the community and fully integrated to play our part in the Government’s “levelling-up” strategy. This is a wonderful opportunity for you to be one of the first colleagues to join us in Bedford and to be an integral part of helping us establish ourselves in the town.
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 in and around Bedford to come and work for us, but we need people who align themselves to our values: -
- Caring
We care about our colleagues and 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 make a positive societal impact.
At MaPS, we help people – particularly those most in need – to improve their financial wellbeing and build a better, more confident future. Working collaboratively across the UK, we make sure customers can access high-quality money and pensions guidance and debt advice throughout their lives, however and whenever they need it.
About our people
In our move to Bedford, we aim to attract and retain the absolute best talent, so we can achieve our objectives and continue to make a difference to millions of people’s lives. We are keen to encourage applications from individuals across the whole community with the skills, knowledge, and behaviours for the job, and who show a strong commitment to MaPS’ objectives, values, and vision. It is important to us that we continue our ambition to be a genuinely diverse and inclusive organisation, so that we reflect the people we are here to help.
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.”
By way of brief example, we have an enviable ethnic diversity mix, equal gender balance with a zero mean gender pay gap and thriving colleague and ally networks, including LGBTQ+, neurodiversity, women’s health, men's health, ethnicity, and diversity.
Benifits
What Money and Pensions Service can offer you?
- Generous Annual Leave – 30 days plus Bank Holidays
- Pension scheme – contributions matched 2 to 1 (up to 10% of your salary)
- Interest-free loan to help you buy season tickets for buses and trains
- Cycle to work Scheme
- Subsidised eye test & 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
At MaPS, we take pride in our flexible approach to work. Most of our roles can operate on a hybrid basis with a minimum of 2 days in the office per week. Hybrid working is a voluntary, noncontractual arrangement and your office 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.
The Money and Pensions Service (MaPS) is an arm’s-length body sponsored by the Department for Work and Pensions. This role is to be appointed under MaPS Terms & Conditions. Full details on the T&C’s are found https://maps.org.uk/
Our policy requires that selection for appointment to the MaPS 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: recruitment@maps.org.uk. 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: MaPS00513
Close Date: 5th December 2023
Benifits
What Money and Pensions Service can offer you?
- Generous Annual Leave – 30 days plus Bank Holidays
- Pension scheme – contributions matched 2 to 1 (up to 10% of your salary)
- Interest-free loan to help you buy season tickets for buses and trains
- Cycle to work Scheme
- Subsidised eye test & 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
At MaPS, we take pride in our flexible approach to work. Most of our roles can operate on a hybrid basis with a minimum of 2 days in the office per week. Hybrid working is a voluntary, noncontractual arrangement and your office 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.
The Money and Pensions Service (MaPS) is an arm’s-length body sponsored by the Department for Work and Pensions. This role is to be appointed under MaPS Terms & Conditions. Full details on the T&C’s are found https://maps.org.uk/
Our policy requires that selection for appointment to the MaPS 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: recruitment@maps.org.uk. 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: MaPS00513
Close Date: 5th December 2023
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