Quality Assurance & Technical Specialist

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:
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.
+ Answer 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.
+ Update the technical accuracy of pensions guidance content and information products.
+ Attend meetings and workshops etc., within the scope of the role.
+ Contribute to the technical learning and development strategy and help to deliver the quality assurance plan, both of which deliver continuous improvement to the organisation.

+ A deep and wide knowledge of pensions’ law and practice across a broad range of pension arrangements, occupational, personal, and state pension
+ An understanding and appreciation of wider retirement issues and non-pension assets, including state benefits.
+ Must be good at dealing with members of the public, translating complex ideas and topics clearly.
+ A commitment to on-going personal and professional development; we may require you to undertake training 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)., Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.

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 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
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, inter faith network, 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)
+ 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, 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 discuss what work patterns are mutually beneficial to meet our needs.