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Job summary
Customer Delivery Manager
c.£73,000 per annum
Bedford based
Hybrid Working
Permanent
Money and Pensions Service (MaPS) are recruiting for three Customer Delivery Managers to join their expanding Pensions Operations department.
As a Customer Delivery Manager, you will have skills and experience to lead a team of professionals in implementing a new system that will improve efficiency, productivity, and work-life balance, that will transform the way we work.
You will lead a home-based team and be comfortable with hybrid and home working practices. You will also work closely with the Digital and Performance and Planning teams to ensure alignment and collaboration implementing new management frameworks and contact centre technology that will driver operational performance to it best. This is an exciting opportunity to make a difference in the way we deliver our services and support our MaPS colleagues.
Job description
In this role you will be responsible for the following;
- Provide strong and consistent support to our teams of Pensions Operations Managers, enabling them to be the best managers that they can be and that they can manage and lead with confidence and in line with the MaPS values.
- Ensure accurate and timely performance reporting is provided and used to make key resourcing decisions and organisational reports.
- Work closely with Shift Supervisors and QA Support services to ensure all our pensions guidance services are appropriately resourced, taking responsibility for making resourcing decisions based upon use of best available data.
- Maintain and build upon our day to day performance management reporting, ensuring that we are effectively supporting our people deliver the highest quality service that we can, taking speedy action to address any issues.
- Ensure data is shared with key internal stakeholders and there is effective and ongoing analysis undertaken on the delivery of KPIs.
- Working with other leads, you will take the lead on resource elements of our planning work and ensure we maintain and develop our capacity and demand forecasting capability, working with business intelligence and data teams to ensure approaches are aligned and consistent.
- Develop strong, accurate and up to date planning processes around the timing of recruitment and onboarding activity, smoothing activity peaks and ensuring that any resources required to support activity are within peoples workplans and appropriately supported.
- Providing expert advice and guidance on how any transformation may impact what and how we deliver to our customers and any implications this may have on how we think about resource allocation.
- Ensure workforce and resource management issues and risks are captured within the overall risk monitoring processes.
- Provide support to Pillar leads, business support coordinators and shift supervisors, ensuring BAU commitments are maintained and any new issues arising from the growth in new staff are identified, escalated and addressed as appropriate.
- Lead work with the operational teams to put in place new workforce management and resource solution enabling opportunities for colleague involvement from colleagues across the team.
Person specification
You will need to demonstrate the following skills and experience;
- Proven experience line management of teams who are experts in their field and already high performing.
- The ability to implement and embed new contact centre technology to drive operational performance within a busy multi- channel facing environment, supporting, and managing change.
- Strong commercial experience of implementing new structures/management frameworks to ensure operational growth plans continue to be rolled out smoothly and on track.
- Experience of developing workforce optimisation in a highly skilled and complex customer delivery environment aka contact centre organisation.
- Experience of transformational change within a customer delivery environment implementing strategies, process to improve efficiency and enable the teams to hit KPIs.
Benefits
- 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.
Things you need to know
Selection process details
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 Governments 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. Were 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.
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 peoples 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, womens health, men’s health, ethnicity, and diversity.
This role is to be appointed under Civil Service Terms & Conditions. Full details on the T&Cs are found https://maps.org.uk/
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.
Job Reference: MaPS00465
Close Date: Sunday 29th October 2023
Feedback will only be provided if you attend an interview or assessment.
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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).
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Contact point for applicants
Job contact :
- Name : Charlotte Addison
- Email : moneyand.pensions@reed.com
Recruitment team
- Email : moneyand.pensions@reed.com
