Child Maintenance Service

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

- 372296**Salary**:

- £69,869 - £77,740**Job grade**:

- Grade 6**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**:

- 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**:

- Family separation is never easy. The Child Maintenance Service helps parents, who are unable to make a private financial agreement in support of their child(ren)’s living costs, ensure and at times enforce, the legal responsibility to provide financial support. Our mission is to ‘get money to children’ because it makes a real difference to children’s lives. Child Maintenance Service is not only undergoing a significant period of change as we drive forward our transformation agenda, but in tandem, we continue to deliver a politically significant and fundamentally crucial service to millions of separated families around the country who depend upon the work we do. Our story over the last two years is one of impressive progress and improvement. Despite the progress we’ve made, we are unashamedly ambitious about what more we can achieve and the difference we can make for the families who need us. Child Maintenance Service is an amazing place to work. Walk into any one of our service centres and you will be overwhelmed by the passion and commitment that our people have for supporting our customers.**Job description**:
This is an exciting time to be joining CMS as we continue with our ambitious programme of service modernisation. As Head of Service, you will have a critical role alongside three** **colleagues in providing strategic leadership with accountability for all aspects service delivery, people plans and embedding significant change including digitalisation and demand deduction.
- Providing inspirational and resourceful leadership to a large team of up to 1,000 colleagues, across several locations through direct line management of Senior Operational Leaders (G7's), in a complex, fast paced operational environment to deliver a quality service. This will include workforce planning, resource deployment, capability plans and all aspect of performance management to meet service level requirements.
- Leading through a period of accelerated change for the organisation and have an influential role is shaping the strategic direction, communicated to colleagues through our CMS Story - enabling a digital transformation programme that delivers increased efficiency and service improvements and supporting the design and implementation of a new organisational model.
- Demonstrating visible leadership through a commitment to people engagement and driving cultural change by empowering others to develop, you will be expected to continue establishing a culture of continuous improvement through remote line management across multiple sites.
- Lead accountability for specific customer segments providing vision and reporting up to the CMS Executive Team, Director General and Minister i.e., Applications, Maintenance, Benefits and Telephony and Portfolios i.e., Quality.
- There may be a requirement to lead one of our Service Centres in a sponsorship role.
- As this role covers various locations across the UK, you will be expected to commit to frequent travel.

**Person specification**:
**Essential Criteria**
- Inspirational and resourceful leadership with a proven track record of leading large teams over 100+ colleagues, making a strong personal impact, demonstrating resilience to deliver against key performance measures timeously and accurately. **(Lead Criteria)**:

- Excellent communication abilities with proven experience of influencing and motivating people at all levels.
- Confidence managing senior stakeholder relationships, including delivering various communications to a high standard to an array of stakeholders including Ministers, Senior Leaders, and Trade Union.
- Ability to understand and lead change, inspiring and obtaining commitment from colleagues by encouraging discussion, innovation, and ideas in support of long-term organisational vision.
- Ability to understand and lead transformational change including channel shift and moving demand into digital services, inspiring and obtaining commitment from colleagues by encouraging discussion, innovation, and ideas in support of long-term organisational vision.
- A passion for building high performing teams, actively promoting equality, diversity, and inclusion in the workplace to drive an inclusive learning culture and create opportunities for all.
- Experience of driving excellent customer service, particularly in a telephony environment, ensuring service standards fully meet client expectations by challenging and i