Quality Assurance & Technical Specialist
(Focus on Pension Wise service)
c.£44,935 per annum
Homeworking
Permanent
This role offers 100% remote working so you can be based anywhere in the UK.
Both part-time and full-time available (a minimum of 3 days a week)
As a Quality Assurance & Technical Specialist, your primary responsibility is to ensure that all pension guidance delivered meets established quality standards and is technically accurate. You’ll work closely with the Pensions Operations team, focusing on calls, webchat, and written enquiries to maintain high-quality service delivery. Additionally, you’ll collaborate with the Pensions Quality Assurance & Technical Manager and the Quality Assurance & Technical team.
As a Quality Assurance & Technical Specialist, you will be responsible for:
Ensuring that all pension guidance delivered is technically accurate and that the customer experience standards are met.
The following are the main duties of the Quality Assurance & Technical Specialist role:
Ensuring that services are technically accurate and meet an agreed set of customer service standards.
Answering technical queries from our Pensions Guidance specialists about all and any aspects of pensions.
Anticipating upcoming topics by picking up on new developments across the pensions industry.
Updating the technical accuracy of pensions guidance content and information products.
Attending meetings and workshops within the scope of the role.
Contributing to the technical learning and development strategy and helping to deliver the quality assurance plan, both of which deliver continuous improvement to the organisation.
You will need to demonstrate the following skills and experience:
A deep and wide knowledge of pensions’ law and practice across a broad range of pension arrangements, including occupational, personal, and state pensions.
An understanding and appreciation of wider retirement issues and non-pension assets, including state benefits.
Good interpersonal skills, with the ability to translate complex ideas and topics clearly to members of the public.
A commitment to ongoing personal and professional development; training may be required within the scope of the role.
A successful track record of producing clear, technical communications.
FPMI, APMI or CII qualifications or equivalent in related areas (Desirable).
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 looking for 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. 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 ensure customers can access high-quality money and pensions guidance and debt advice throughout their lives, however and whenever they need it. About our people: We aim to attract and retain the best talent to achieve our objectives and continue making a difference in millions of people’s lives. We encourage applications from individuals across the community with the skills, knowledge, and behaviours for the job, 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, reflecting the people we are here to help. Our inclusive working environment: By fostering our values, we are immensely proud of the inclusive working environment 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 want our colleagues to “bring their whole selves to work.” 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 salary) 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 You will be joining our team of pension specialists providing the above services to the public between the times of 8.00am to 8.00pm Monday to Friday, although the requirement on the Quality Assurance & Technical team is to work between 9.00am to 5.00pm. As a flexible employer, we are open to discussing mutually beneficial work patterns to meet our needs. If you’re already a MaPS employee, as part of our Talent Strategy, we’re committed to strengthening opportunities for our people to learn, grow, progress, and thrive. For many of you, this may be preparing and applying for your next role with us, and we're passionate about ensuring you feel supported throughout your internal recruitment experience. Please get in touch if you want to know more about the ways in which we could support you by emailing
recruitment@maps.org.uk Job Reference:
MaPS00716 Close Date:
09th February 2025
#J-18808-Ljbffr
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. 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 ensure customers can access high-quality money and pensions guidance and debt advice throughout their lives, however and whenever they need it. About our people: We aim to attract and retain the best talent to achieve our objectives and continue making a difference in millions of people’s lives. We encourage applications from individuals across the community with the skills, knowledge, and behaviours for the job, 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, reflecting the people we are here to help. Our inclusive working environment: By fostering our values, we are immensely proud of the inclusive working environment 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 want our colleagues to “bring their whole selves to work.” 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 salary) 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 You will be joining our team of pension specialists providing the above services to the public between the times of 8.00am to 8.00pm Monday to Friday, although the requirement on the Quality Assurance & Technical team is to work between 9.00am to 5.00pm. As a flexible employer, we are open to discussing mutually beneficial work patterns to meet our needs. If you’re already a MaPS employee, as part of our Talent Strategy, we’re committed to strengthening opportunities for our people to learn, grow, progress, and thrive. For many of you, this may be preparing and applying for your next role with us, and we're passionate about ensuring you feel supported throughout your internal recruitment experience. Please get in touch if you want to know more about the ways in which we could support you by emailing
recruitment@maps.org.uk Job Reference:
MaPS00716 Close Date:
09th February 2025
#J-18808-Ljbffr
