Team Leader

Job summary

Team Leader (Pensions Guidance Services)

c.£45,150 per annum

Remote

Permanent

Lead. Empower. Transform. Join MaPS as a Team Leader and drive high‑quality guidance services that help people take control of their financial future.

Role Overview

As Team Leader, you will oversee a team of Pension Guiders and report directly to the Service Delivery Manager. In this position, you will be responsible for:

Job description

Key Responsibilities:

• Provide full line management for a team of frontline staff, including recruitment, induction, training, supervision, and ongoing development.
• Deliver real-time coaching, mentoring, and support to enhance service delivery and ensure compliance with regulatory and organisational standards.
• Monitor service delivery against KPIs, SLAs, and quality metrics; implement corrective actions where required.
• Conduct case reviews to ensure compliance with MaPS Standards, policies, and contractual obligations.
• Manage escalations and complaints effectively, ensuring resolutions align with legal and organisational standards.
• Organise team meetings, one-to-ones, and training sessions to communicate updates, policies, and development opportunities.
• Analyse performance data, share results, and foster an environment of open dialogue to drive continuous improvement and innovation.
• Support employee wellbeing, inclusion, and engagement, contributing to a positive home-based working environment and collaborative culture.
• Liaise with internal and external stakeholders to deliver key insights and effective services.
• Ensure accurate reporting and analysis of data, championing the effective use of delivery systems and processes.
• Contribute to strategic planning and service enhancements, ensuring customer feedback informs improvements.

Person specification

You will need to demonstrate the following skills and experience.

• Demonstrated leadership abilities with proven success in managing remote and hybrid teams.
• Experience in financial services, pensions guidance, or related customer service environments.
• Strong communication skills, able to convey complex information clearly to a variety of audiences.
• Strong organisational skills, resilience, and the ability to prioritise effectively.
• Proficiency in IT systems, including omnichannel customer service platforms and Microsoft Office.
• Commitment to equality, diversity, and inclusion in line with MaPS values.

Benefits

• About Us
  The Money and Pensions Service (MaPS) is based in Bedford, in a recently renovated modern office. This is a wonderful opportunity for you to become an integral part of a dynamic organisation, working to help people across the UK.

  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 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.

  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.”

  Our colleague and ally networks encompass LGBTQ+, neurodiversity, women’s health, men’s health, ethnicity, and diversity.

  What We Offer

  • Generous Annual Leave – 30 days plus Bank Holidays
  • Pension scheme – contributions matched 2 to 1 (up to 10% of your salary)
  • Interest-free loan for season tickets for buses and trains
  • Cycle to work Scheme
  • 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

  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.

  Important Information About Applying

  To make sure your application reaches us safely, please submit it only through our official MaPS application links.

  Applications sent via third‑party or unauthorised websites, or emailed directly, unfortunately can’t be considered.

  Please also note that MaPS is unable to offer visa sponsorship at this time.

  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: resourcing@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.

Our Recruitment Process

Stage 1: Application (15th Apr – 29th Apr)

Submit your CV highlighting your relevant skills and experience.

Stage 2: Telephone Interview (16th Apr– 01st May)

Successful candidates will be invited to a telephone interview with a Reed consultant.

Stage 3: Final Interview ( Starting from the 05th May)

A virtual panel interview with MaPS, including competency based questions.

We follow fair, open, and merit‑based recruitment in line with the Civil Service Commission’s Recruitment Principles.

Job Reference: MaPS01107

Close Date: 29/04/26

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

Security

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