Cmg Administrative Officer

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

- 253894**Salary**:

- £21,688**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**:

- 92Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- FalkirkAbout 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.

We are looking for people who are customer focussed, 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 Responsibilities**

You will provide excellent customer service in a fast-paced service centre and telephony environment, supporting separated families and securing children’s futures.

Your Main duties will include:

- Frequent direct contact with customers, and other organisations primarily by telephone
- Gathering information from a range of sources and making well-reasoned and accurate decisions on liability to pay child maintenance and enforcement actions
- Negotiating child maintenance arrangements with customers
- Securing payments and clearly advising consequences of non-payment
- Taking payment enforcement actions where appropriate
- To remain composed and professional in what can be a challenging environment

**Person specification**:
**Essential Criteria**
- Effective communication skills with a wide range of people, treating customers and colleagues with respect **(Lead criteria)**:

- Successfully resolve queries in potentially difficult/sensitive situations, taking personal responsibility for delivering excellent customer service
- Managing a personal workload while working effectively and flexibly within a team
- The ability to gather and understand complex information and make decisions
- Operating computer systems, making accurate records and notes of your actions

**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**:
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 in each Service Centre to develop and deliver health and wellbeing initiatives and ‘Hotel CMG’, our own Intranet site offering a wealth of information, guidance and support.

We Value Everybody is one of our five Core Values here in CMG. We have active National Network Groups for Race, LGBGT+, Disability, Carers, Wellbeing, Faith & Belief and Age. Our monthly People Group meeting draws these groups together to listen, act, and update CMG Directors with our plans.

CMG Colleagues have the opportunity to join HASSRA, a vibrant and successful organisation that provides a first class programme of competitions, activities and benefits for its members (subscription payable monthly). It also has an important part to play in helping us achieve a healthy work-life balance and wellbeing in the workplace.

Working hours - The contracted working hours for the Department are 07:45 hours to 20:00 hours, Monday to Friday, and 08:45 hours to 17:00 hours on Saturday. Employees are contracted to work a specific number of hours per week within the above times. Employees will be required to work the number of hours per week for which they are contracted. For example, for full time employees this will be 37 hours net (42 hours gross including meal breaks). For part-time employees it will be less.

Access to flexible working hours scheme will be available.

This job role may be suitable for hybrid working, which is where an employee works part of the week in their DWP office and part of the week from home. This is a voluntary, non-contractual arrangement and your office will be your contractual place of