About the job

Job summary

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 a crucial 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.

Do you enjoy helping others?  Are you looking for a career in Customer Service and Administration?  If so, we would like to hear from you.

The DWP has a diverse customer base of around 20 million in communities throughout the UK.  The Child Maintenance Service is a part of DWP.  Our role is to promote financial responsibility, and to encourage and support private maintenance arrangements, as well as provide a statutory maintenance service.

You will be working at the heart of our front-line operations helping to change children’s lives. 

Our Child Maintenance case worker roles are more than simply call handlers or processing agents – you’ll hold an important role in delivering excellent customer service.

Job description

Your key focus will be to provide excellent customer service in a fast-paced service centre and telephony environment, supporting separated families and securing children’s futures.

Your Main duties will include:

• Delivering strong telephony and digital communications to a diverse range of customers.
• Assisting customers by answering queries or directing them to the appropriate channels/services.
• Gathering information from a range of sources and making well-reasoned and accurate decisions on liability to pay child maintenance.
• Negotiating child maintenance arrangements with customers.
• Securing payments and clearly advising consequences of non-payment.
• Taking payment enforcement actions where appropriate.
• Promoting the use of digital channels where it is appropriate.
• Remaining composed and professional in what can be a challenging environment.
• Ensuring customers understand the next steps and what they need to do.
• Identifying vulnerable customers and taking appropriate action.
• Maintaining the security and integrity of customer information.
• Be vigilant in preventing fraud and error.

Person specification

Essential Criteria

To be successful in this role you will need to:

• Have good communication skills, be adaptable and treat each customer with respect and as an individual.
• Handle customer telephone calls in potentially sensitive situations to deliver excellent customer service whilst managing customer expectations.
• Manage your own workload and development to keep up to date with Service changes, whilst working flexibly within your team.
• Build effective relationship with customers and colleagues to deliver successful outcomes whilst being able to encourage and support customers to use our digital service.
• Be able to gather and understand complex information to make informed decisions, making accurate records and notes of your actions and to communicate the outcome sensitively.
• Operate computer systems.

Benefits

Working for DWP will include benefits such as learning and development tailored to your role, an environment with flexible working options, a culture encouraging inclusion and diversity and a Civil Service pension with an average employer contribution of 27%.

CMS is committed to the Wellbeing of all colleagues, support includes Wellbeing conversations, dedicated Wellbeing Advocates in each Service Centre to develop and deliver health and wellbeing initiatives and ‘Hotel CMS’, our own Intranet site offering a wealth of information, guidance and support.

We Value Everybody is one of our five Core Values here in CMS. We have active National Network Groups for Race, LGBGT+, Disability, Carers, Wellbeing, Faith & Belief and Age. Our monthly People Group meeting draws these groups together to listen, act, and update CMS Directors with our plans.  

CMS Colleagues have the opportunity to join HASSRA, a vibrant and successful organisation that provides a first-class programme of competitions, activities and benefits for its members (subscription payable monthly). It also has an important part to play in helping us achieve a healthy work-life balance and wellbeing in the workplace.

Working hours - The contracted working hours for the Department are 07:45 hours to 20:00 hours, Monday to Friday, and 08:45 hours to 17:00 hours on Saturday.  Employees are contracted to work a specific number of hours per week within the above times.  Employees will be required to work the number of hours per week for which they are contracted. For example, for full time employees this will be 37 hours net (42 hours gross including meal breaks). For part-time employees it will be less.

Access to flexible working hours scheme will be available.

On the commencement of your employment, you will be required to complete a period of full-time training and work-based learning which will take approximately 11 weeks.

Please refer to the candidate pack for further information contained in this section of the advert and more information in relation to the Benefits of working for DWP.

Location

Applicants should apply for suitable posts where they can travel to and from their home office location daily within a reasonable time.   

Please be aware that this role can only be worked in the UK and not overseas. Relocation costs will not be reimbursed 

Hybrid Working

This job role may be suitable for hybrid working, which is where an employee works part of the week in their DWP office and part of the week from home. This is a voluntary, non-contractual arrangement and your office 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 need but personal circumstances and other relevant circumstances will also be taken into account. 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.

Things you need to know

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.

Stage 1: Application

As part of the application process you will be asked to complete a personal statement (Max 500 words).

Further details around what this will entail are listed on the application form.

Use your 500 word Personal Statement to describe how you meet the Essential Criteria as detailed in the job advert. 

Your Personal Statement should contain no more than 500 words. The layout is entirely your choice, you may choose narrative, bullets, etc. You may choose to address each criterion separately; however, one narrative example may cover and evidence several of the criteria. Please share with us what makes you suited to this role. We would like to find out what you can do, the skills you hold and the life experience or passion that you have that could be aligned to the criteria listed within the Person Specification.

IMPORTANT INFORMATION REGARDING ANONYMISATION​

When entering information on your personal statement relating to your employment history please ensure you remove any personal details that could be used to identify you. This relates to name and contact details which might usually appear on your Personal statement.

Failure to do so will result in your application being withdrawn.​

Stage 2: Interview

Unless you are otherwise informed, the final stage of the process will be a blended interview via Microsoft Teams.

The blended interview will consist of Behaviour and Strength questions. The Behaviours being assessed at interview are:

• Communicating and Influencing (Lead Behaviour)
• Managing a Quality Service
• Making Effective Decisions
• Delivering at Pace

All elements of the interview will be via video link, and the whole process should take approximately 30-40 minutes.

To help you prepare and settle into the interview you will be sent the behaviour questions in advance of the interview. These questions should be treated as confidential and should not be shared. The interview panel may ask you other questions which will not be shared in advance, including follow-up questions, and those about your strengths. 

A blended interview aims to be more of a conversation at interview, offering a more inclusive approach.  Strength and Behaviour based questioning explores what the candidate can and has done, but also their potential.

Please refer to the Candidate Pack for further information.

Approximate interview dates: 19/02/2024 - 01/03/2024

Interview dates are subject to change.

Further Information

Find out more about Working for DWP

A reserve list may be held for a period of 6 months from which further appointments can be made.

Any move to DWP from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk

If successful and transferring from another Government Department a criminal record check may be carried out. 

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf.

However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading. 

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment. 

New entrants are expected to join on the minimum of the pay band.

A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.

The Civil Service values honesty and integrity and expects all candidates to abide by these principles. Please ensure that all examples provided in your application are taken directly from your own experience and that you describe the examples in your own words. Applications will be screened and if evidence of plagiarism or copying examples/answers from other sources is found, your application will be withdrawn. Internal DWP candidates may also face disciplinary action.

Before applying for this vacancy, current employees of DWP should check whether a successful application would result in changes to their terms & conditions of employment, e.g. mobility, pay, allowances. Civil Servants that would transfer into DWP from other government organisations, following successful application, will assume DWP's terms & conditions of employment current on the day they are posted, unless DWP has stated otherwise in writing.

DWP takes development seriously. Our aim is for our colleagues in these roles to be appropriately skilled and qualified – as determined by the business. To support this aim you may be required to undertake a work based qualification, which may be in the form of an apprenticeship, which will support you in further developing your professional knowledge and skills for this role and your future career development. The qualification can be undertaken in work time, you agree to take this job on the basis that you may be required to undertake a work based qualification; a candidate’s failure to participate fully in the professional programme, once appointed, may be a breach of their employment contract.

Important 

If you hold a level 3 qualification (2 A levels or equivalent) then please bring your certificates with you to the interview if you have them.

Reasonable Adjustment

At DWP we value diversity and inclusion and actively encourage and welcome applications from everyone, including those that are underrepresented in our workforce.

We consider visible and non-visible disabilities, neurodiversity or learning differences, chronic medical conditions, or mental ill health. Examples include dyslexia, epilepsy, autism, chronic fatigue, or schizophrenia.

If you need a change to be made so that you can make your application, you should:

Contact Government Recruitment Service via DWPrecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.

Complete the “Reasonable Adjustments” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

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

Security

Successful candidates must undergo a criminal record check. 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. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.