Child Maintenance Service Work Group Leaders and Enforcement Team Leaders

Family separation is never easy. The Child Maintenance Service helps parents, who are unable to make a private financial agreement in support of their child(ren)'s living costs, ensure and at times enforce, the legal responsibility to provide financial support. Our mission is to 'get money to children' because it makes a real difference to children's lives.

Child Maintenance Service is not only undergoing a significant period of change as we drive forward our transformation agenda, but in tandem, we continue to deliver a politically significant and fundamentally crucial service to millions of separated families around the country who depend upon the work we do. Our story over the last two years is one of impressive progress and improvement.

Despite the progress we've made, we are unashamedly ambitious about what more we can achieve and the difference we can make for the families who need us. Child Maintenance Service is an amazing place to work. Walk into any one of our service centres and you will be overwhelmed by the passion and commitment that our people have for supporting our customers.

Child Maintenance Service (CMS) has some exciting opportunities at the Higher Executive Officer (HEO) grade. We are looking for candidates to fill these key roles who have a passion for leading and delivering excellent customer service, who are flexible and versatile, able to make sound decisions, and drive and implement change in a high profile often high-pressured environment.

You will be an inspirational and resourceful leader, able to drive people engagement across your teams, setting high standards for people leadership throughout the business, and personally exemplifying "one customer, one business" behaviours. Leading / managing a team you will be accountable for managing workloads, effectively managing resources, and prioritising and addressing any risks to ensure performance targets and customer objectives are met. As a people manager you will support wellbeing across the teams, manage attendance and conduct regular coaching reviews, confidently addressing risks to performance.

You will be an excellent communicator with the ability to influence and motivate people at all levels, supporting colleagues by communicating corporate change and the long-term organisational vision with clarity and purpose.

You will have the ability to understand and lead change, creating and role modelling a 'continuous improvement' culture that promotes and supports innovation whilst delivering improvements to performance and customer service / experience.

You will manage dissatisfaction and complaints within timescales and provide feedback to support continual improvement.

Role Responsibilities

We have four distinct HEO operational roles available:

Case Maintenance Workgroup Leader

Successful candidates will lead large teams of around 70 people delivering great service in caseworker positions.

Operational leaders are accountable for creating an environment to support the flexible effective personalised delivery of customer services, quality and performance across their teams. They provide leadership and effective use of resource to ensure performance targets, quality and accuracy standards, and customer objectives are met.

Additionally providing transformational leadership to the team and beyond - inspiring colleagues through difficult situations, transforming performance and building high performing teams.

There are Case Maintenance Workgroup Leader vacancies in the following CMS Service Centres: Birkenhead, Falkirk and Hastings

Enforcement Team Leader

CMS Enforcement is a fundamental stage in the Payment Compliant process for securing compliance on our most difficult non-paying cases. This is a fast paced and challenging environment.

Successful applicants will have line management responsibility for up to 14 Enforcement Case Managers.

Key tasks will include the delivery of our people agenda which is balanced alongside strong performance management and our responsibilities regarding governance, risk, security and health and safety management requirements. Conducting case conferences with direct reports on a regular basis to discuss best means of securing compliance using all tools available whilst balancing the needs of the customer.

There are Enforcement Team Leader vacancies in the following CMS Service Centres: Falkirk

Employer Payment Team Leader

CMS Employer Payment Team is a fundamental stage in the Payment Compliance process. This is a fast paced and challenging environment.

Successful applicants will have line management responsibility for up to 5 EO led teams of Employer Account Managers.

Key tasks will include the delivery of our people agenda which is balanced alongside strong performance management and our responsibilities regarding governance, risk, security and health and safety management requirements.

Regular contact with colleagues, partners and stakeholders to drive positive outcomes and influence change supporting Deduction from Earning Order (DEO) compliance. This responsibility extends to engagement with Employers and external partners, building relationships with DWP Digital, Child Maintenance stakeholders, HMRC forums and colleagues from across the wider Civil Service.

There are Employer Payment Team Leader vacancies in the following CMS Service Centres: Birkenhead

Arrears Workgroup Leader

Arrears Leaders are accountable for creating an environment to support the flexible, efficient, and effective delivery of customer services, quality and performance across their teams. They provide leadership and effective use of resource to ensure performance targets and customer objectives are met.

They drive people engagement across their teams, setting high standards for people leadership throughout the business and personally exemplifying customer focus behaviours.

They also provide transformational leadership to the team and beyond - inspiring colleagues through difficult situations, transforming performance and building high performing teams.

There are Arrears Workgroup Leader vacancies in the following CMS Service Centre: Birkenhead

In sites where multiple job roles are available; successful candidates may have the option to select a preference of job role.

Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.