Child Maintenance Service Caseworker

6 months ago

Falkirk, United Kingdom Department for Work and Pensions Full time

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

- 335696**Salary**:

- £24,273- National: £24,273**Job grade**:

- Administrative 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**:

- 8Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Parklands, Callendar Boulevard, FalkirkAbout 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.

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

- Communicating and Influencing
- Managing a Quality Service
- Making Effective Decisions
- Delivering 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 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 dev

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