Reference number
Circa £42,000
Job grade
Contract type
Fixed Term
Length of employment
12 months
Business area
MAPS - Operations
Type of role
Business Management and Improvement
Working pattern
Full-time, Homeworking
Number of jobs available
About the job
Things you need to know
Apply and further information
About the job
Job summary

Service Performance, Quality and Standards Executive

£42,000 per annum


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.”

Job description

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
Person specification

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.

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.

There may occasionally be some out of office hours working required to deliver this role effectively.


The Money and Pensions Service is establishing a new head office in Bedford, where we will be a key employer in the town. Whilst it will be some time before our new offices are fully open, we are keen and excited to be recruiting for a variety of roles as we build our new team(s) over the coming months.

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 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: -

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

About MaPS

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.

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 need, 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.

Things you need to know
Selection process details

Discussion to confirm your previous experience and understanding of the role and full requirements – this will be an opportunity to ask any questions you may have before your profile is submitted to the hiring manager for review.

If successful and hiring manager agrees with decision to proceed then a two-stage interview before a final decision and possible offer is made.
All interviews are conducted on TEAMS currently.

Feedback will only be provided if you attend an interview or assessment.

Job Reference: MaPS00258

Closing date: 24th November 2022

Feedback will only be provided if you attend an interview or assessment.
Successful candidates must pass a disclosure and barring security check.
People working with government assets must complete basic personnel security standard checks.
Nationality requirements

This job is broadly open to the following groups:
UK nationals
nationals of Commonwealth countries who have the right to work in the UK
nationals of the Republic of Ireland
nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS)
relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
certain family members of the relevant EU, EEA, Swiss or Turkish nationals
Further information on nationality requirements
Working for the Civil Service
The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles.
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
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Contact point for applicants

Job contact :Name :
Precious Dube

Email :

Recruitment team :Email :
Further information

Countie : Bedfordshire
Job Location : Bedford
Company : The Money And Pensions Service
Employment : Full-Time
Contact : (***) *** ** **
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