Guidance Support Coordinator

Job summary

Guidance Support Co-Ordinator

c.£26,000 per annum

Homeworking

Permanent, Full Time (35 hours)

This role offers 100% remote working so you can be based anywhere in the UK.

Join a busy team of highly experienced experts, you will work with us to help people make the most of their money and pensions, by providing high-quality interactions and support that truly has the potential to positively change lives.

Job description

As a Guidance Support Co-Ordinator, you will be responsible:

• Triage incoming calls and other contact types from customers, using fact-finding skills to assess their needs leading to the provision of straight-forward guidance, signposting them to the most appropriate service ensuring they get the right guidance at the right time, or booking the appropriate appointment based on their needs.
• Interact with our customers assisting with appointment booking enquiries, modifications, and
• Respond proactively to customer demand, working to agreed service delivery standards.
• Provide timely and accurate follow-up information when required, that adds value to
  the services provided and is clear and easy to understand.
• Contribute to the continuous improvement of our service through ad hoc project work 6. Attend meetings and workshops etc., within the scope of the role.

You would be joining our home-based team of specialists providing the above services to the public between the times of 8.00am to 8.00pm Monday to Friday and 9.00 am to 1.00 pm Saturday. Our telephone lines are open 8.00pm to 8.00pm and shifts for this role will be set within this time. As a flexible employer we are open to discuss what work patterns are mutually beneficial to meet the needs of our busines

Person specification

You will need to demonstrate the following skills and experience.

• An awareness of financial planning principles, including different types of pensions and the main state benefit systems, to support customers with general money guidance.
• An awareness of financial scams and their implications on financial planning
• A commitment to on-going personal and professional development; we may require you to undertake training within the scope of the role
• Excellent spoken communication skills and ability to translate complex ideas and topics into plain language
• Experience of dealing with members of the public

Benefits

• 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.

  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.

  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, 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)
  • 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

  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.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

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.

If you’re already a MaPS employee, and 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 some of the ways in which we could support you by emailing recruitment@maps.org.uk

Please note: The Money and Pensions Service requires all candidates to have the legal right to work in the United Kingdom. Unfortunately, we are unable to offer visa sponsorship for this role.

Step 1: Submit Your Application

Open: 24th June , Deadline: 01st July

Please submit an up-to-date CV highlighting your recent experience and how you meet the criteria for this role.

Step 2: Telephone Interview

Between 30th June – 03rd July

Candidates who pass the test will be invited to an informal telephone interview with the Reed team to discuss your experience and the role in more detail.

Step 3: Final Stage Interview

Week commencing 06th July

Successful candidates will attend a formal virtual interview with the MaPS team via Microsoft Teams

• Duration: Approximately 30 minutes
• Format: Competency-based questions

Start date: 18th August 2026

Induction dates: 18th August – 04th September (No holidays will be approved during this period of time)

Job Reference: MaPS01195

Close Date: 01st July 2026

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

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).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : Sabreena
• Email : sabreena.chowdhury@reed.com

Recruitment team

• Email : sabreena.chowdhury@reed.com