Colleague Development and Quality Manager
The Money and Pensions Service
Apply before 11:55 pm on Sunday 10th November 2024
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About the job
Job summary
Colleague Development and Quality Manager
c.£72,000 per annum
Bedford
Permanent
Hybrid Working
Join us at the Money and Pensions Service (MaPS) as a Colleague Development and Quality Manager . This role offers you the chance to make a significant impact by leading a team of 20, ensuring top-notch standards for our front-line services. Your role will be crucial in shaping our workforce, from induction to ongoing skill enhancement. Collaborate with various teams to optimize training and quality assurance, using data-driven insights to boost operational performance. If you’re ready to make a significant impact, we want to hear from you!
Job description
You’ll be part of a dynamic team dedicated to helping people across the UK improve their financial wellbeing.
Role Overview
The Colleague Development and Quality Manager will report directly to Corporate Director.
In this role, you will be responsible for:
Training and knowledge:
- Identify training needs within the organisation through regular Training Needs Analysis
- Create comprehensive training plans and competency frameworks for our Pensions and Guidance colleagues
- Deploy effective training programs to enhance employees’ skills, productivity, and overall work quality
- Blended learning approach to minimise operational impact and allow colleagues continual access to learning opportunities, whilst utilizing our government training framework access.
- Ensure sufficient CPD coverage and reporting to maintain accreditations and standards across the Delivery and Quality teams
- Ensure the Website and supporting offline content for our colleagues is up to date and appropriate
- Ensure appropriate Learning management system or repositories are in place, procured and maintained
- Ensure our Technical helpline is sufficiently covered to support front line escalation queries
- Manage a team of in-house Training Delivery colleagues
- Interrogate data and trends to isolate themes across customer demand and knowledge requirements
- Manage training resources (direct reports and external FTC where peak demand exists)
- Enhancing coaching and management skills of the operational management and quality teams through training and assessment
- Succession planning, talent management along with CPD measured through colleague engagement
Quality:
- Maintaining and improving quality standards and scoring mechanisms
- Oversee quality assurance plans
- Ensures compliance with ISO standards (such as ISO 9001:2015)
- Manage teams of technical SME (Subject Matter Experts) to carry out Quality assessments and potential coaching, to ensure qualitative and compliance analytics are balanced
- Manage our operational complaints management process at level 1 stage
- Interrogate themes in quality assessments to support future scoring methodologies that empower and enhance staff confidence and competence, and delivers measurable improvements
- Ensure appropriate systems are utilised or procured to manage quality processes and workflows
- Ensure relevant and appropriate data and insight is sufficiently available to direct and operational teams at the right levels including quartile management and prioritisation
Person specification
Skills and Experience Required
To excel in this role, you will need to demonstrate:
- Leadership: Guiding teams, inspiring change, and making important quality-related decisions. (minimum 5 years in a leadership role in either training delivery or Contact Centre Quality)
- Contact centre or Front-line financial services experience (minimum 5 years in either or mixed between both)
- Critical Thinking: Assessing situations, making informed decisions, and analysing quality processes.
- Problem-Solving: Promptly addressing challenges by understanding problems and creating effective solutions.
- Ability to assess training effectiveness, gather feedback, and make improvements
- Statistical Analysis: Being comfortable with numbers and using statistical tools.
- Process Management: Improving processes for efficiency and effectiveness
- Understanding instructional design principles is essential
- Delivery: Previously carrying out quality assessments or delivering training directly in previous roles
- Familiarity with traditional and modern training methods, including mentoring, coaching, e-learning, workshops, and simulations
Benefits
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 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.
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
- Caring
Things you need to know
Selection process details
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 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: 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.
To be considered for this position, we kindly request that you submit an up-to-date CV accompanied by a cover letter. The cover letter should be no longer than one page and should clearly articulate your motivations for applying, as well as how your skills align with the specified criteria.
Job Reference: MaPS00679
Close Date: 10th November 2024
Feedback will only be provided if you attend an interview or assessment.
Security
Nationality requirements
Working for the Civil Service
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
Diversity and Inclusion
Apply and further information
Contact point for applicants
Job contact :
- Name : Sabreena Chowdhury
- Email : sabreena.chowdhury@reed.com
Recruitment team
- Email : sabreena.chowdhury@reed.com
