Child Support Services Case Manager

3 weeks ago

Plymouth, Plymouth, United Kingdom Department for Work and Pensions Full time

Position Overview

The Department for Work and Pensions (DWP) is dedicated to fostering an inclusive and diverse workforce where everyone can excel. We invite individuals from all backgrounds to consider a career that makes a significant impact on the lives of families across the UK.

Are you a skilled communicator with a passion for exceptional customer service? Do you find fulfillment in assisting others?

If this resonates with you, we encourage you to explore this opportunity.

This role offers a remarkable chance to embark on a rewarding career path. We prioritize work-life balance while providing challenges and opportunities for growth. This position could serve as a stepping stone in your journey within the Civil Service.

Role Responsibilities

As the largest public service provider in the UK, DWP plays a vital role in supporting individuals in their pursuit of employment, aiding those with disabilities in achieving independence, addressing housing issues, and ensuring that children from separated families receive the financial support they need.

Within DWP, the Child Maintenance Service (CMS) is essential to our mission. We oversee all aspects of child maintenance in Great Britain, aiming to ensure that financial resources reach children. Our approach involves promoting financial accountability, facilitating private maintenance agreements, and offering a statutory maintenance service.

As a caseworker, you will be instrumental in fulfilling our mission to secure financial support for children. Working within a collaborative and supportive team, you will deliver outstanding customer service in a dynamic service center and telephony environment, assisting separated families and safeguarding children's futures.

Key Duties Include:

  • Engaging with customers and external organizations primarily via telephone.
  • Demonstrating resilience and professionalism in challenging situations.
  • Gathering information from diverse sources to make informed decisions regarding child maintenance obligations.
  • Negotiating maintenance arrangements and payment plans with clients.
  • Ensuring timely payments and clearly communicating the implications of non-compliance.
  • Implementing payment enforcement actions when necessary.

Candidate Profile

What We Seek:

  • Enthusiastic individuals with excellent communication abilities, committed to delivering top-notch customer service.
  • Resilient team players who can navigate difficult conversations and resolve issues effectively.
  • Hardworking professionals capable of managing their workload while contributing to team success.
  • Individuals who can analyze and comprehend complex information to make sound decisions.
  • Digitally savvy candidates proficient in maintaining accurate records and documentation.

Essential Qualifications:

Applicants must demonstrate:

  • Outstanding communication skills.
  • Exceptional customer service expertise.
  • Effective decision-making capabilities.

Behavioral Competencies:

During the selection process, candidates will be evaluated on:

  • Communication and Influence
  • Quality Service Management
  • Effective Decision Making
  • Timely Delivery

Benefits of Employment:

Working with DWP offers numerous advantages, including tailored learning and development opportunities, flexible working arrangements, and a culture that promotes inclusion and diversity. Employees are also eligible for a Civil Service pension.

CMS prioritizes the well-being of all staff members, providing resources such as Wellbeing Advocates and initiatives to support health and wellness in the workplace.

Our core value, 'We Value Everybody,' reflects our commitment to diversity, with active National Network Groups for various communities. Regular meetings facilitate collaboration and updates on our initiatives.

Working hours are structured between 07:45 and 20:00, Monday to Friday, and 08:45 to 17:00 on Saturdays, with flexibility available through a working hours scheme.

Important Note:

New employees will undergo a comprehensive training and work-based learning program lasting approximately 11 weeks.

For further details regarding the benefits of working with DWP, please refer to the candidate information pack.

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