Child Maintenance Service - Head of Service Applications and Maintenance

at  Department for Work and Pensions

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.

The successful candidate will be responsible for:

• 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.

NATIONALITY REQUIREMENTS

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

The successful candidate will be responsible for:

• 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