Customer Experience and Quality Assessor
| Posting date: | 05 March 2025 |
|---|---|
| Hours: | Full time |
| Closing date: | 04 April 2025 |
| Location: | Bedford, MK42 9AB |
| Company: | Reed Talent Solutions |
| Job type: | Permanent |
| Job reference: | MaPS00792-329753 |
Summary
Key Responsibilities:
• Conduct high-quality and impartial assessment activities, benchmarking evidence presented against prescribed standards within an expected SLA. • Create impartial and factual reports, summarising findings, providing objective and constructive feedback, acknowledging good practice where observed, and making recommendations for future improvement as appropriate. • Identify whether non-compliance has caused material or detrimental impact to the customer, in line with the current MaPS definition of detriment. • Contribute to improving the existing Customer Experience and Quality framework and methodologies. • Maintain technical knowledge via CPD and training activities, with a minimum of 16 hours per year. • Attend and participate in calibration sessions with external and internal quality teams. • Conduct on-site checks at external organisations when required.
You will need to demonstrate the following skills and experience:
• Ability to work to agreed priorities within a fast-paced environment and be responsive to changes in requirements. • Demonstrated ability to examine and review all evidence presented against the MaPS Standards and sub-requirements to support an assessment. • The ability to manage challenges and pressure at peak assessment periods. • Strong analytical skills with attention to detail. • Excellent report writing and communication skills. • Current knowledge of pension-related legislation, regulation, policy, and practice. • Significant experience in Financial Services, Advice, or Guidance sectors. • Committed to ongoing professional development. • Proficient with various IT platforms.
Desirable Experience
• Qualifications such as Level 4 FCA recognition or membership with the Pension Management Institute. • Experience with vulnerable customer groups. • Background in delivering Pension Guidance or Pension Wise sessions. • Experience in conducting quality assessments or file reviews. • Familiarity with multiple communication channels (Face to Face, Telephone, Webchat). • Welsh language proficiency (oral and written).
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 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.
Proud member of the Disability Confident employer scheme