Guidance Support Coordinator

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 tothe 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 6.30pm Monday to Saturday. Our telephone lines are open 8.00pm to 6.00pm 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 business.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

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.
• ConnectingWe will transform lives through our ability to make positive connections.
• TransformingWe are committed to transforming lives and make a positive societal impact.

About MaPSAt 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 environmentBy 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 DevelopmentIn 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 ListIf 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.Application ProcessThe 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: .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