Enforcement Caseworker

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

- 255924**Salary**:

- £28,117**Job grade**:

- 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**:

- 55Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Service Centres in; Great Western House - Birkenhead, Pedmore House - Dudley, Parklands - Falkirk and Wellington St - Leicester.About the job

**Job summary**:
The Department for Work and Pensions (DWP) is responsible for welfare, pensions and implementation of 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) is responsible for all aspects of child maintenance in Great Britain. Our role is to promote financial responsibility, and to encourage and support private maintenance arrangements, as well as provide a statutory maintenance service.

The role of an Enforcement Case Manager involves providing excellent customer service for both the Receiving and Paying parents, by progressing cases in a timely, accurate and effective way to ensure consistent Enforcement action which will deter non-compliant behaviour in the future.

The aim of the role is to secure effective compliance from Paying Parents and others with Child Maintenance obligations in cases where they have failed to comply with our maintenance processes.

We are looking for people who are customer focused, with the right skills, commitment and capability to deliver an exceptional public service. If you have a genuine dedication to a public service department that makes a real difference to the lives of others, you will find great satisfaction in working with us. The Child Maintenance case worker roles are more than simply call handlers or processing agents.

**Job description**:
**Key Tasks Include**:
Securing compliance from Paying Parents and others with Child Maintenance obligations in cases where they have failed to comply with our maintenance or arrears management processes.

Creating a reputation for timely, effective and consistent enforcement action which will deter non-compliant behaviour.

In addition Enforcement will be responsible for all case management activities which arise during the period when the case is undergoing Enforcement action. This could include:

- Referral to Enforcement Agents.
- Use of Credit Reference Agency.
- Use of Civil Powers aimed at collection (targeting the Paying Parent’s assets or income e.g. Order for Sale).
- Sanctions powers to target the Paying Parent’s lifestyle and designed to promote compliance (e.g. disqualification from holding or obtaining a driving licence, committal to prison or removal of passport).
- Referrals to the Financial Investigations Unit, where there is evidence of criminal activity and prosecution may be required.
- Effective communication with parents, colleagues and other parties, to gather and supply information ensuring cases are progressed effectively and accurately.
- Responsibility for the continuous improvement of the provision of service, putting the client at the heart of everything you do.

**For Roles Based in Falkirk**

For these roles the key responsibilities are:
To engage with financial institutions to ascertain if a customer has a bank/building society account with sufficient funds to enforce a Regular or Lump Sum Dedication Order to enforce child maintenance payments; liaising with banking institutions in a secure, professional manner.

**Person specification**:
**Essential Criteria;**
- Demonstration of your ability to prioritise workload and contribute towards challenging deadlines. **(Lead Criteria)**:

- A proven track record of delivering excellent customer service.
- Excellent written and oral communications skills using a variety of methods including digital and telephony.
- Ability to build good relationships and credibility with a range of colleagues and stakeholders, demonstrating strong engagement skills.
- Sound and confident decision-making ability.
- A flexible approach and the ability to work using own initiative, in a proactive manner and as part of a team.

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

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

**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 Civil Service pension.

CMG is committed to the Wellbeing of all colleagues, support includes Wellbeing conversations, dedicated Wellbeing Advocates