Contact Centre Duty Manager (Bedford)
Employer: Money and Pensions Service (MaPS)
Location: As standard, we work on a hybrid basis with a minimum of 2 days in the office per month. Hybrid working is a voluntary, non-contractual arrangement and our headquarters in Bedford 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. I
Salary: £57,500
Closing date: 22/04/2026
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Join us at the Money and Pensions Service (MaPS) as a Senior Shift Supervisor. The Shift Supervisor team provides the operational backbone for effective service delivery
across MaPS Guidance Services. The role of the Senior Shift Supervisor is to ensure that
this function has the tools and capabilities to help the service run smoothly, meet key
performance indicators, and help staff to feel supported. The Senior Shift Supervisor will provide line management and support to a team of shift supervisors, act as the primary point of escalation and duty manager for all in-day service and staff issues.You’ll be part of a dynamic team dedicated to helping people across the UK improve their financial wellbeing.
Role Overview
In this role you will be responsible for the following;
• Facilitate a daily resource and planning briefing.
• Provide a ‘Duty Manager’ function for the escalation of difficult interactions including, but not exclusive to, expressions of dissatisfaction, stakeholder contact, and accessibility considerations.
• Ability to lead, motivate, and support a team of up to 12 supervisors during shifts, ensuring high performance, accountability, and a positive work ethic.
• Provide a clear mandate to the Supervisor team as to the priorities of each day
• Manage, prioritise, and cascade urgent operational messages to the team as required, this includes plans for attending briefings and closure of service
• Assess ad-hoc or early appointment requests that arise, balancing any urgent or accessibility issues with the wider needs of the day
• Take appropriate and timely action to address any operational issues, cognisant of KPIs and service level expectations
• Take ownership of any unplanned interruptions to the service, delegate tasks to appropriate colleagues as required to mitigate disruption and initiate business continuity procedures.
• Provide in-day updates to line managers and Service Delivery Managers.
• Agree and publish weekly shift supervisor rota – ensuring that there is appropriate supervisor cover across all opening hours and service lines.
• Contribute to the development of the team (both supervisor and wider service) through sharing and supporting the cascade of communications, feedback and insights.
• Attend organisational wide meetings in line with requirements of the role and the development of the service.
Skills required for this role;
Essential:
• Able to role model the MaPS values and commitment to public service
• Strong operational experience in a busy omni channel customer facing environment.
• Decisive with the ability to take personal responsibility and use own initiative to support operational decision making (within the scope of the role) to support the delivery of KPIs.
• Line management experience with a successful track record of mentoring and motivating others with the ability to contribute to the building of a successful and high performing team.
• Strong IT skills with the ability to navigate systems and extract and understand key data.
• An aptitude to use initiative, to be flexible and to sometimes take on tasks that may not be in the direct scope of the role.
Desirable:
• Experience working with workforce management or real‑time operational tools.
• Ability to contribute to continuous improvement initiatives across service operations.
• Strong stakeholder‑management skills with the confidence to influence at multiple levels.
• Background in money and pensions guidance delivery with the ability to confidently talk to technical staff and customers.
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
Flexible Working
At MaPS, we take pride in our flexible approach to work. As standard, we work on a hybrid basis with a minimum of 2 days in the office per month. Hybrid working is a voluntary, non-contractual arrangement and our headquarters in Bedford 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.Recruitment Process:
Initial Review: Our recruiter will review your CV. If it looks like a good fit, they'll reach out to arrange a call.
Hiring Manager Review: If the recruiter thinks you're suitable, your CV will be passed to the hiring manager, who will decide whether to invite you for an interview.
Interview: If selected, you'll participate in a virtual interview. This single-stage process allows you to demonstrate your skills and experience through competency-based questions. This will also require you to deliver a short presentation.
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.
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