Child Maintenance Service Operational Leader

7 days ago

Hastings, United Kingdom Department for Work and Pensions Full time

**Details**:
**Reference number**:

- 359112**Salary**:

- £40,201 - £43,347- National £40,201 - £43,347**Job grade**:

- Senior Executive Officer**Contract type**:

- Permanent**Business area**:

- DWP - Service Excellence - Child Maintenance Group**Type of role**:

- Operational Delivery**Working pattern**:

- Flexible working, Full-time, Job share, Part-time**Number of jobs available**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- HastingsAbout the job

**Job summary**:
The Department for Work and Pensions (DWP) is responsible for welfare, pensions and child maintenance policy. As the UK’s biggest public service department, it administers a range of working age, pension age, disability and ill health benefits to around 18 million claimants and customers.

The Child Maintenance Service (CMS) 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 (CMS) 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. This is a high profile role within a fast paced, changeable and demanding environment.

**Job description**:
DWP is looking to fill an Operational Leader role at SEO grade.

You will build a strong culture around delivering excellent service and celebrating success.

You will ensure that HR processes are adhered to, meeting required standards. As part of your local service centre team, and wider when required you will support HR Investigations and decision making.

You will also work as part of a wider national team to deliver key operational priorities, identify service improvements, drive down failure demand and improve the customer experience.
- Provide visible leadership by personally leading engagement, delivering key messages and providing clear direction to implement change.
- Accountable for the management of performance for the site, undertaking regular performance reviews, setting standards, and coaching workgroup leaders. Identifying risks to performance achievement, and driving forward continuous improvement and celebrating success.
- Lead by example and motivate and encourage teams through change, supporting a fast-paced service modernisation programme and channel optimisation.
- Have a focus on continuously improving, seeking feedback, listening, and acting on this, setting performance standards and empowering teams to succeed.
- Drive collaboration across CMS nationally, working with wider colleagues to work as one team, identifying opportunities to deliver better outcomes. Collaborating across DWP Design, Modernisation and Digital colleagues to put in place strong working relationships, with a focus on a common goal of delivering a Quality Service.
- Contribute to people planning activities ensuring appropriate and effective deployment of people and resources to manage workloads.
- Driving excellent customer service, ensuring service standards fully meet client expectations, learning and improving the service from customer experience feedback.
- Take responsibility for Quality and Accuracy, taking learning from dissatisfactions and complaints to instigate service improvements.
- Monitor and improve process adherence to drive down security breaches.
- Supporting the Grade 7 Senior Leader, by leading/attending national meetings as appropriate.

**Person specification**:
Your evidence will be assessed against the following essential criteria. You must provide specific examples to demonstrate these criteria in your personal statement:

- You have strong and effective leadership experience with an ability to communicate with clarity, conviction and enthusiasm with colleagues, partners, and stakeholders to drive positive outcomes.
- You build a strong team and lead through your leaders to deliver consistently high outcomes and customer service.
- You have experience and knowledge of leading diverse teams through effective coaching and mentoring to improve service delivery.
- You can drive performance improvement, be proactive managing processes and compliance with procedures, and you demonstrate resilience to overcom

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