Child Maintenance Service Caseworker

3 weeks ago

Newcastle upon Tyne, United Kingdom Department for Work and Pensions Full time

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

- 342235**Salary**:

- £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**:

- 25Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Tyneview Park, Whitley Road, Newcastle upon Tyne, NE98 1BAAbout the job

**Job summary**:
**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 make accurate decisions on liability to pay child maintenance
- You will negotiate child maintenance arrangements and payments with customers
- You will secure payments and clearly advise the consequences of non-payment
- You will take payment enforcement actions where appropriate

**Person specification**:
**What are we looking for?**
- Enthusiastic people with great communication skills, who are passionate about delivering excellent customer service
- People who are resilient, calm and level-headed. Sometimes difficult conversations with our customers are needed, and we need you to be able to successfully resolve queries in what can be difficult and sensitive situations
- 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 to make decisions
- Digitally competent people who can use digital systems to keep accurate records and notes of any actions

**Essential Criteria**
- 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 Influencing
- Managing a Quality Service
- Making Effective Decisions
- Delivering at Pace

**Benefits**:
Becoming a Civil Servant and being part of our brilliant Civil Service you will have access to an abundance of fantastic benefits, including:

- Generous holiday allowance of 23 or 25 days for new starters dependent on grade based on full-time work pattern, which increases to 30 days over time, in addition to public/bank holidays
- An attractive pension Civil Service pension with an average employer contribution of over 26%
- Flexible working options, including full-time, part-time, flexi-time and hybrid working for some roles
- A culture encouraging inclusivity and diversity with a range of local and national employee networks
- A host of packages to support wellbeing and a healthy work/life balance
- Learning and development tailored to your role

This is just a snapshot of some of the benefits if you join our brilliant Civil Service. To read about our full range of amazing benefits, visit thinking of joining the civil service.

**Working Arrangements**
Whether you’re looking for part time or full time hours, we offer a variety of working patterns to suit your lifestyle.

You can choose to be contracted to work part-time or full-time hours within our standard operating hours, which are Monday to Friday 7:45am to 8pm and Saturday 8.45am to 5pm.

Full time employees will be contracted to work 37 hours per week (42 hours including

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