Child Maintenance Service Caseworker

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

- 387896

**Salary**:

- £26,337 - £26,337
- A Civil Service Pension with an employer contribution of 28.97%

**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**:

- 20

Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Birkenhead

About 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.

**Are you an exceptional communicator? Are you passionate about delivering outstanding customer service? Do you enjoy helping others?**

**If this sounds like you, then we would love to hear from you**

This is a fantastic opportunity to begin an exciting and fulfilling career. We offer flexibility with a work life balance alongside challenge and opportunity. This could be the first step in your Civil Service career.

**Job description**:
As the UK government’s largest public service provider, DWP support people into work, help disabled people live more independent lives, improve housing and address homelessness, provide the financial foundation for a secure old age through the State Pension, and ensure children of separated parents have more opportunity to fulfil their potential through a better child maintenance system.

CMS are a crucial part of DWP. We are responsible for all aspects of child maintenance in Great Britain and our objective is to get money to children, we do this through promoting financial responsibility, encouraging and supporting private maintenance arrangements and through the provision of a statutory maintenance service.

Our caseworkers are key to the success of CMS. You will play a pivotal role in realising our objective of getting money to children. As part of a supportive and welcoming team, you will provide excellent customer service in a fast-paced service centre and telephony environment, supporting separated families and securing children’s futures.

**What will I be doing?**
- You will have frequent direct contact with our customers and other organisations, **mostly by telephone**:

- You will be resilient and remain professional in what can sometimes be a challenging environment
- You will obtain information from a variety of sources to enable you to make accurate calculations and decisions regarding liability to pay child maintenance
- You will negotiate child maintenance arrangements and payments with customers following child maintenance instructions and legislation
- You will secure payments and clearly advise the consequences of non-payment
- You will take payment enforcement actions where appropriate

**Attend a live webinar for more information on this role**

If you would like to know more, you can attend a 60 minute webinar session via Microsoft Teams, which will include a short Q&A session. Follow the link to book your place:
Webinar: Thursday 13th February 2025 at 6 pm

Webinar: Wednesday 12 February 2025 at 12 pm

**Person specification**:
**What are we looking for?**
- People who are resilient, calm and level-headed. Sometimes difficult conversations on the telephone with our customers are needed, and we need you to be able to successfully resolve queries in what can be difficult and sensitive situations
- Enthusiastic people with great communication skills, who are passionate about delivering excellent customer service
- People who are hardworking, who can manage a personal workload and also be great team players
- People who can gather and understand sometimes complex information using guidance and legislation to make decisions
- Digitally competent people who can navigate multiple IT systems

**Essential Criteria**
- Excellent communication skills
- Exceptional customer service skills
- Effective decision making skills

**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**:

- Alongside your salary of £26,337, Department for Work and Pensions contributes £7,629 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

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.

CMS is committed to the Wellbeing of all colleagues, support includes Wellbeing conversations, dedi