Child Maintenance Service Operational Leader

at  Department for Work and Pensions

JOB SUMMARY

The Department for Work and Pensions (DWP) is responsible for welfare, pensions and 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) 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 (CMS) is not only undergoing a significant period of change as we drive a crucial 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. This is a high profile role within a fast paced, changeable and demanding environment.

JOB DESCRIPTION

DWP is looking to fill an Operational Leader role at SEO grade.
The successful candidate will lead day to day operations on site with 4 workgroups. You will personally lead 240 people on engagement in a fast-paced customer service environment, delivering change and communications.
You will build a strong culture around delivering excellent service and celebrating success.
You will ensure that HR processes are adhered to, meeting required standards. As part of your local service centre team, and wider when required you will support HR Investigations and decision making.
You will also work as part of a wider national team to deliver key operational priorities, identify service improvements, drive down failure demand and improve the customer experience.

The successful candidate will be expected to:

• Provide visible leadership by personally leading engagement, delivering key messages and providing clear direction to implement change.
• Accountable for the management of performance for the site, undertaking regular performance reviews, setting standards, and coaching workgroup leaders. Identifying risks to performance achievement, and driving forward continuous improvement and celebrating success.
• Lead by example and motivate and encourage teams through change, supporting a fast-paced service modernisation programme and channel optimisation.
• Have a focus on continuously improving, seeking feedback, listening, and acting on this, setting performance standards and empowering teams to succeed.
• Drive collaboration across CMS nationally, working with wider colleagues to work as one team, identifying opportunities to deliver better outcomes. Collaborating across DWP Design, Modernisation and Digital colleagues to put in place strong working relationships, with a focus on a common goal of delivering a Quality Service.
• Contribute to people planning activities ensuring appropriate and effective deployment of people and resources to manage workloads.
• Driving excellent customer service, ensuring service standards fully meet client expectations, learning and improving the service from customer experience feedback.
• Take responsibility for Quality and Accuracy, taking learning from dissatisfactions and complaints to instigate service improvements.
• Monitor and improve process adherence to drive down security breaches.
• Supporting the Grade 7 Senior Leader, by leading/attending national meetings as appropriate.

WORKING ARRANGEMENTS

Whether you’re looking for part time or full time hours, we offer a variety of working patterns to suit your lifestyle.
You can choose to be contracted to work part-time or full-time hours within our standard operating hours, which are Monday to Friday 7:45am to 8pm and Saturday 8.45am to 5pm.
Full time employees will be contracted to work 37 hours per week (42 hours including meal breaks) and part-time employees will be contracted to work less. Flexible working patterns can be requested and will be considered on an individual basis. It depends on the business area if this can be accommodated.

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)

Operational Delivery