Child Maintenance Service Caseworker

2 months ago

Falkirk, United Kingdom Department for Work and Pensions Full time

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.�

At The Child Maintenance Service (CMS), we welcome applications from everyone. We are committed to creating an inclusive and diverse workforce where everybody can thrive. If you want to make a difference to the lives of others and be part of the UK�s largest public services Department, Department for Work and Pensions (DWP), then this could be the career for you. �

Are you an exceptional communicator? Are you passionate about delivering outstanding customer service? Do you enjoy helping others?�

If this sounds like you, then we would love to hear from you�

This is a fantastic opportunity to begin an exciting and fulfilling career. We offer flexibility with a work life balance alongside challenge and opportunity. This could be the first step in your Civil Service career.�

Job description

As the UK government�s largest public service provider, DWP support people into work, help disabled people live more independent lives, improve housing and address homelessness, provide the financial foundation for a secure old age through the State Pension, and ensure children of separated parents have more opportunity to fulfil their potential through a better child maintenance system.�

CMS are a crucial part of DWP. We are responsible for all aspects of child maintenance in Great Britain and our objective is to get money to children, we do this through promoting financial responsibility, encouraging and supporting private maintenance arrangements and through the provision of a statutory maintenance service.�

Our caseworkers are key to the success of CMS. You will play a pivotal role in realising our objective of getting money to children. As part of a supportive and welcoming team, you will provide excellent customer service in a fast-paced service centre and telephony environment, supporting separated families and securing children�s futures.�

What will I be doing?�

You will have frequent direct contact with our customers and other organisations,mostly by telephone.You will be resilient and remain professional in what can sometimes be a challenging environment.You will obtain information from a variety of sources to enable you to make accurate calculations and decisions regarding liability to pay child maintenance.You will negotiate child maintenance arrangements and payments with customers following child maintenance instructions and legislation.You will secure payments and clearly advise the consequences of non-payment.You will take payment enforcement actions where appropriate.

Attend a live webinar for more information on this role�

If you would like to know more, you can attend a 60 minute webinar session via Microsoft Teams, which will include a short Q&A session. These will take place on:�

Thursday 19th September 2024 -18:00pm.Monday 23rd September 2024 - 12:00pm.Wednesday 25th September 2024 - 16:00pm.

If you would like to attend one of these sessions, please complete this form and select which session you would like to attend. You will be sent a link to the meeting closer to the time.�

Person specification

What are we looking for?�

People who are resilient, calm and level-headed. Sometimes difficult conversations on the telephone with our customers are needed, and we need you to be able to successfully resolve queries in what can be difficult and sensitive situations.Enthusiastic people with great communication skills, who are passionate about delivering excellent customer service.�People who are hardworking, who can manage a personal workload and also be great team players.People who can gather and understand sometimes complex information using guidance and legislation to make decisions.�Digitally competent people who can navigate multiple IT systems.

Essential Criteria�

This is what you will be assessed against, and should align your Personal Statement evidence will be assessed against the following essential criteria. You must ensure you provide specific examples to demonstrate this in your Personal Statement. Candidates should be able to demonstrate the following:�

Excellent communication skills.Exceptional customer service skills.Effective decision making skills.

Behaviours

We'll assess you against these behaviours during the selection process:

Communicating and InfluencingManaging a Quality ServiceMaking Effective DecisionsDelivering at Pace

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.�

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 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, 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.�

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.�

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.�

Important Information

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.�

Training�

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

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