Child Maintenance Service – Workgroup Leader Maintenance Part Time NEW

Department for Work and Pensions
Job summary

As the UK governments largest public service provider, the Department for Work and Pensions (DWP) is responsible for welfare, pensions and child maintenance policies.

The Child Maintenance Service (CMS) supports parents who are unable to reach a private financial agreement by ensuring and when necessary, enforcing their legal responsibility to contribute to their childs living costs. Our mission is simple: to get money to children, because it makes a real difference in their lives.

While weve made significant progress in transforming our service, we remain ambitious about what more we can achieve for the families who rely on us. CMS is a dynamic and rewarding place to work. Step into any of our service centres and youll find passionate, dedicated professionals committed to supporting our customers.

We are proud to foster an inclusive and diverse workforce where everyone can thrive. If you’re looking to make a difference, this could be the career for you.

This is a fantastic opportunity to start or grow a fulfilling career in the Civil Service. We offer a flexible work-life balance, along with opportunities for growth, challenge, and personal development.

Job description

The Child Maintenance Service (CMS) has an exciting opportunity at the Higher Executive Officer (HEO) grade. We are looking for a candidate to fill this key role who has a passion for leading and delivering excellent customer service, who are flexible and versatile, able to make sound decisions, and drive and implement change in a high profile often high-pressured environment.

You will be an inspirational and resourceful leader, able to drive people engagement across your teams, setting high standards for people leadership throughout the business, and personally exemplifying one customer, one business behaviours. Leading / managing a team you will be accountable for managing workloads, effectively managing resources, and prioritising and addressing any risksto ensure performance targets and customer objectives are met. As a people manager you will support wellbeing across the teams, manageattendance and conduct regular Coaching reviews confidently addressing risks to performance.

You will be an excellent communicator with the ability to influence and motivate people at all levels,supporting colleagues by communicating corporate changes and the long-term organisational vision with clarity and purpose.

You will have the ability to understand and lead change, creating and role modelling a continuous improvement culture that promotes and supports innovation and delivers improvements to performance and customer service / experience.

You will manage dissatisfaction and complaints within timescales and provide feedback to support continual improvement.

Role Responsibilities

Workgroup Leader Maintenance

Successful candidates will lead large teams of around 60 people delivering great service in caseworker positions.

Operational leaders are accountable for creating an environment to support the flexible effective personalised delivery of customer services, quality and performance across their teams. They provide leadership and effective use of resource to ensure performance targets, quality and accuracy standards and customer objectives are met.

Additionally providing transformational leadership to the team and beyond – inspiring colleagues through difficult situations, transforming performance and building high performing teams.

Important: During the initial 11 weeks of employment, you will be re quired to workfull-timeto complete and consolidate training. Once this training is complete colleagues should be able to adopt their agreed working pattern

Person specification

Essential Criteria – Your personal statement will be assessed against the following essential criteria. Please ensure you providespecific, evidence-based examplesthat clearly demonstrate how you meet each one.

• Strong leadership and coaching skills.Lead by example and provide inspiration, direction and support to colleagues by communicating corporate changes with clarity and purpose (Lead Criteria).
• Excellent people engagement skills and a focus on building collaborative working relationships with colleagues and stakeholders across the wider team and Department.
• Ability to work flexibly to meet changing priorities, managing a diverse workload, and optimising resources to meet current and future customer expectations.
• Ability to lead and improve customer service performance through effective call listening, quality assurance and coaching and feedback to identify development needs, drive continuous improvement, and ensure colleagues consistently deliver accurate and customer-focused service.
• Ability to critically analyse products and processes including Management Information (MI), to identify areas for action, resolving issues and making suggestions for improvement.
• Confident decision maker, taking a leading role in proactively managing team performance, demonstrating a firm and fair approach to line management responsibilities in accordance with policy and procedures.

Behaviours

We’ll assess you against these behaviours during the selection process:

• Leadership
• Communicating and Influencing
• Managing a Quality Service
• Making Effective Decisions

Benefits

Alongside your salary of 39,451, Department for Work and Pensions contributes 11,428 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

New entrants are expected to join on the minimum of the pay band.

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.

Annual Leave

23 days annual leave rising with service to 30 days, plus public holidays.

Flexi Time

Access to flexible working hours scheme will be available.

Hybrid Working

This 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 work.

If a hybrid working arrangement is suitable for the role and for you, you will normally be required to spend a minimum of 60% of your contracted working hours from your DWP office.

If you have a disability, caring responsibilities, or other circumstances that may affect your ability to meet the minimum office attendance requirement, please discuss this with us using the contact details in this advert.

Working Hours

The Departments contracted working hours are:

• Monday to Friday:07:45 to 20:00
• Saturday:08:45 to 17:00

Employees are contracted to work a set number of hours per week within these timeframes.

• Forfull-time employees, this is37 net hours per week(equivalent to42 gross hours, including meal breaks).
• Forpart-time employees, the number of hours will be proportionally less, based on their contract.

Employees are expected to work the full number of hours for which they are contracted.

See the Candidate Pack for more of the benefits available to as a Civil Servant.

Things you need to know

Artificial intelligence
Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window) , and will assess your Behaviours, Strengths and Experience.

Eligibility

Visa Sponsorship

Please note thatforthesevacancieswe recommend that applicants seek specialist advice on their eligibility for Visa Sponsorship (if applicable) when considering whether to apply for any role.

We can never guaranteesponsorship,requests will be considered in line with the relevant DWP guidance and Home Office policy in place at the time.

Location

Applicants should only apply for roles where theycan reasonably commute to and from their selected home office location daily.

During the initial 11 weeks of your employment, you must attend full-time (42 hours per week), 100% office-based training. This will be immediately followed by a 3-month consolidation period, which will also be office based.

As part of the application process, you will be asked to submit a CV and 1250-word Personal Statement.

Important Information Regarding Anonymisation

When completing your application form, CV and personal statement you must remove any personal details that could be used to identify you. This includes name and contact details which might usually appear on a CV or personal statement.

Failure to do so will result in your application being withdrawn.

Personal Statement
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