Child Maintenance Service Director

5 days ago

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

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

- 244595**Salary**:

- £115,000-
**Job grade**:

- SCS Pay Band 2**Contract type**:

- Permanent**Business area**:

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

- Logistics
- Senior leadership
- Other**Working pattern**:

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

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Birkenhead, Dudley, Falkirk, Hastings, Leicester, Newcastle-upon-Tyne, PlymouthAbout the job

**Job summary**:
The Child Maintenance Service aims to help improve children’s lives by getting financial support to families. We lead in the delivery of Child Maintenance Services to over 2 million parents across the UK, through an Operation of over 4,100 colleagues nationally. We play a key role in lifting children out of poverty. For every 6 paying maintenance arrangements we put in place a child is lifted out of poverty and if that family are on benefits, as 80% of our families are, we lift a child from poverty in every 3 arrangements.

This is an exciting role and one requiring strong, effective leadership. We are currently undergoing large-scale operational transformation moving to a more modern, efficient and digitally enabled service organisation that delivers more effective child maintenance outcomes through a smaller, professional and more engaged workforce. We aspire to be a best-in-class debt collector utilising risk and professional profiling techniques to target solutions to customer behaviour. In addition, the Secretary of State commissioned the next phase of Child Maintenance reform with the aspiration to:

- Target the Child Maintenance Service more effectively at customers most likely to need the service, to improve child outcomes and life chances and better impact child poverty;
- Encourage even greater customer self-sufficiency and collaboration between separated parents, reducing the cost of running the statutory child maintenance scheme.
- Alongside this transformation, CMS is heavily focused on significantly improving customer service by improving customer outcomes, becoming more efficient and making CMS a brilliant place to work for our colleagues.

**Job description**:

- The opportunity to lead the organisation through major change/ transformation, including organisational redesign.
- High level exposure to Ministers and senior colleagues across the Department.
- The opportunity to lead a successful and highly-skilled Senior Leadership team and to work across DWP and with other Departments/sectors with a similar core purpose in debt collection.
- An exciting, fast-paced and challenging work environment that involves dealing with cross-cutting complex issues.

This role sits in Service Excellence Group which leads the delivery of services across the lifecycles of households, from families with children to pensioners and provides cross-cutting services to all of DWP including Fraud Error and Debt and Disputes and Appeals.

As a key member of the Service Excellence Executive Team, you will help drive a culture in which colleagues feel they have the space to get the right outcomes for every customer in every interaction, a culture in which we continually drive improvements to service by joining up across the department.

**Responsibilities**
- Driving high levels of performance, efficiency and customer experience, learning from customer feedback and available insight to lead improvements; delivering a quality, cost effective service focusing on getting cases right first time and collecting money for children.
- Delivery and implementation of our Child Maintenance Modernisation programme, supporting Child Maintenance Policy Reform, leading on the development of the strategic approach for the future including a new organisational design and operating model.
- Reducing levels of unpaid maintenance, driving Child Maintenance's Collection, Enforcement and Fraud strategies to maximise use of current enforcement powers; working closely with policy and external stakeholders, collaborating across sectors to benchmark with best in class debt collection, learning from others to inform, develop and deliver new powers.
- Collaborating with stakeholders, government officials and ministers to drive service improvements and manage public and political scrutiny.
- Building capability in line with Professional Standards, role modelling your own continuous professional development and through your behaviour enable the Child Maintenance Service to continue to be an inclusive place, where people can be their best.

**Key relationships**:The Director will collaborate as a senior leader on the Service Excellence Executive Team, reporting to the Director General. Key relationships include: Ministers and Special Advisers; The Permanent Secretary; DWP Executive Team; Other Service Delivery Directors; Policy and Digital colleagues and Business Partners.

**Person specification**:

- An exce

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