Senior Level Recruitment

Head of Service Performance, Quality and Standards

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Money and Pensions Service
Closing date:
8th March
Job Ref:

Recruitment timetable

Closing date
Monday 8th March 2021
Long listing
Wednesday 24th March 2021
Preliminary interviews
w/c 29th March and 5th April 2021
Short listing
w/c 12th April 2021
Assessments and 1:1s with Director
w/c 19th and 26th April 2021
Final panel
Friday 30th April 2021

Associated documents


Big Job – Bigger Opportunity – Lasting Legacy

Here at the Money and Pensions Service (MaPS), we believe a financially healthy nation is good for individuals, communities, businesses and the economy. As the largest single funder of free debt advice in England we helped well over a million people with debt advice, money guidance and pension guidance in the 2019/20 financial year. We’re looking for people who have the right skills, knowledge and behaviours for the job, but equally as important is a strong commitment to our objectives, values and vision.

As our Head of Service Performance, Quality & Standards you will work closely with the debt advice and money & pensions guidance operational teams to ensure that MaPS’ service delivery is as effective as it can possibly be. You will be responsible for providing an objective and impartial assessment of the quality of our service delivery in line with both internal and FCA-approved standards for the organisation. You will support and challenge colleagues to improve standards, playing a leading role in identifying the causes of underperformance and developing and monitoring the action plans that lead to quality improvement.

You will be customer focused leader who brings a passion for and demonstrable experience of driving organisational performance to achieve improved consumer outcomes. Your experience may come from a range of different sectors, but at the heart of it all will be a track record of service quality improvement, compliance and raising standards within a complex, regulated environment. You will be able to operate comfortably at the most senior levels of an organisation, building effective partnerships with key stakeholders to maximise the impact to service users. You will bring not just capability, but a clear sense of a strong value set in line with an organisation that champions inclusion, diversity, collaboration and successful delivery.

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How to apply

To apply for this post you will need to submit the following documentation by Monday 8th March 2021.

  • A CV (no longer than two pages) setting out your career history, with key responsibilities and achievements;
  • statement of suitability (no longer than two pages) explaining how your personal skills, qualities and experience provide evidence of your suitability for the role, with particular reference to the essential criteria set out in the person specification;
  • A completed Equal Opportunities Monitoring form, this form will appear online during the application process. All monitoring data will be treated in the strictest confidence and will not affect your application in any way.

If relevant, please also submit:

  • A completed Guaranteed Interview Scheme Form for disabled persons if applying under this scheme.

Please note the above highlighted documents are mandatory.

To find out more about this great opportunity and discover the type of legacy you can leave, please contact Matt Malone on 07471 037070 at GatenbySanderson for a confidential discussion.

Given the ongoing pressures created by national restrictions brought about by the Covid-19 pandemic, we are keen to accommodate the needs of all candidates who may be experiencing additional caring and work responsibilities at the current time. We are particularly aware of the fact that some candidates may struggle to complete a full CV and supporting statement prior to the advertised deadline. With this in mind, we have designed this process with additional flexibility built into the timescales. If you are in a position where you wish to apply but feel unable to complete all the required documents prior to the deadline, please send us an expression of interest (to the email address below) highlighting your intention to apply prior to the advertised closing date. Once this is complete, please contact Matt Malone on, and he will be happy to discuss any additional time you need to finalise the full application needed. Your application will not be assessed for suitability until this extension has passed or all documents have been submitted.

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