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Child Support Services Officer
2 months ago
Position Overview
The Child Maintenance Service (CMS) is dedicated to fostering an inclusive and diverse workforce where everyone can succeed. If you aspire to positively impact the lives of others and contribute to the UK's largest public services department, the Department for Work and Pensions (DWP), this role may be ideal for you.
Are you a skilled communicator? Do you have a passion for delivering exceptional customer service? Is helping others something you enjoy?
If this resonates with you, we encourage you to consider this opportunity.
This role presents a remarkable chance to embark on a rewarding career path. We provide flexibility to maintain a healthy work-life balance while offering challenges and opportunities for growth. This could serve as a foundational step in your Civil Service journey.
Role Responsibilities
As the largest public service provider in the UK, DWP plays a vital role in supporting individuals in their pursuit of employment, assisting disabled individuals in achieving greater independence, improving housing conditions, addressing homelessness, and ensuring that children from separated families have the resources they need to thrive through an effective child maintenance system.
CMS is integral to DWP's mission. We oversee all facets of child maintenance across Great Britain, with the primary goal of ensuring financial support reaches children. We achieve this by promoting financial accountability, encouraging private maintenance arrangements, and providing a statutory maintenance service.
As a caseworker, you will be essential to the success of CMS. You will have a crucial role in fulfilling our mission of ensuring financial support for children. Within a supportive and collaborative team, you will deliver outstanding customer service in a dynamic service center and telephony environment, assisting separated families and securing the futures of children.
Key Duties Include:
- Engaging directly with customers and partner organizations, primarily via telephone.
- Demonstrating resilience and professionalism in a sometimes challenging environment.
- Gathering information from various sources to make informed decisions regarding child maintenance obligations.
- Negotiating maintenance arrangements and payment plans with clients.
- Securing payments and clearly communicating the implications of non-compliance.
- Implementing payment enforcement actions when necessary.
Candidate Profile
What We Seek:
- Enthusiastic individuals with strong communication abilities, committed to providing excellent customer service.
- Resilient, calm, and composed individuals capable of navigating difficult conversations with clients.
- Hardworking team players who can effectively manage their workload.
- Individuals who can analyze and comprehend complex information to make sound decisions.
- Digitally proficient individuals who can utilize digital systems to maintain accurate records.
Essential Qualifications:
Candidates will be evaluated based on the following criteria, and should align their personal statements accordingly:
- Outstanding communication skills.
- Exceptional customer service abilities.
- Effective decision-making capabilities.
Core Competencies:
During the selection process, candidates will be assessed on the following competencies:
- Communicating and Influencing
- Managing a Quality Service
- Making Effective Decisions
- Delivering at Pace
Benefits of Employment:
Working with DWP offers numerous benefits, including tailored learning and development opportunities, flexible working arrangements, a culture that promotes inclusion and diversity, and a Civil Service pension.
CMS prioritizes the wellbeing of all employees, providing support through wellbeing conversations, dedicated advocates in each service center, and access to resources on our intranet site.
Our core value, 'We Value Everybody,' reflects our commitment to diversity and inclusion, supported by active national network groups for various communities. Our monthly meetings facilitate collaboration and communication with CMS leadership.
Working hours are structured between 07:45 and 20:00, Monday to Friday, and 08:45 to 17:00 on Saturdays. Employees are contracted for a specific number of hours within these timeframes, with full-time positions typically requiring 37 hours per week.
Access to a flexible working hours scheme is available.
Important Information:
Upon starting your employment, you 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 pack.
