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 two Operational Leader roles at Senior Executive Officer (SEO) grade, 1 in Birkenhead and 1 in Plymouth.
We are looking for people who are proactive, flexible and versatile and who will help us deliver excellent customer service, make sound decisions, implement change and lead others, to fill key roles.
Operations 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 and customer objectives are met.
They will drive people engagement across their teams, setting high standards for people leadership throughout the business. Providing transformational leadership to the team and beyond - inspiring colleagues through difficult situations, transforming performance and building high performing teams.
Arrears and Employer Payment Team Operational Leader - Birkenhead
The role of Deputy Senior Delivery Manager is both challenging and rewarding. Responsible for the day to day smooth running over c300 operational colleagues and reporting up to the Senior Operational Delivery Leader (Grade 7) enabling them to operate at a strategic level. As Deputy Senior Delivery Manager in Birkenhead you will be part of the CMS Arrears line of business of c600 colleagues, spread across 3 locations, and responsible for teams whose primary role is to regain compliance in non-paying cases and also the Employers Payment team (EPT) located in Birkenhead only who enable compliance by supporting c29k employers.

Key Tasks include, but are not limited to:

• Lead 300+ colleagues across 6 x Higher Executive Officer (HEO) led Workgroups
• Assure that resource versus demand is right versus in month priorities in achieving key service level agreements that are part of service delivery
• Provide assurance of ‘Delivering a Quality Service’ within teams
• Continue to build team capability, enabling working towards multi-functional Executive Officer (EO) teams
• Look outwards in support of DEO compliance, building relationships with DWP Digital, Child Maintenance stakeholders and HMRC forums

Case Maintenance Mandatory Reconsiderations Team Operational Leader - Plymouth

Key Tasks include, but are not limited to:

• Provide visible and effective leadership by taking a personal lead in engaging with and communicating key messages and providing clear direction to implement corporate changes
• Lead, motivate and encourage teams to operate flexibly, continuously improving, seeking feedback, listening and acting on this, setting performance standards and empowering teams to succeed
• Encourage collaborative working between teams and directorates through engagement and collaboration to drive innovation and service improvements
• Contribute to people planning activities ensuring appropriate and effective deployment of people and resources to manage workloads
• Accountable for the management of performance for the site, undertaking regular performance reviews with workgroup leaders, identifying risks to performance achievement and driving forward continuous improvement
• Driving excellent customer service, ensuring service standards fully meet client expectations, challenging and improving processes
• Demonstrate ability to manage diverse teams, including working with national stakeholders to improve processes and services
• Providing guidance and support with authorising refunds and reimbursements, coaching SME’s
• Careful monitoring of high profile cases including Security breaches, complaints, Internal Process Review and Press Office, providing feedback on lessons learned
• Supporting G7,by leading/attending national meetings as appropriate

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)

Key Tasks include, but are not limited to:

• Lead 300+ colleagues across 6 x Higher Executive Officer (HEO) led Workgroups
• Assure that resource versus demand is right versus in month priorities in achieving key service level agreements that are part of service delivery
• Provide assurance of ‘Delivering a Quality Service’ within teams
• Continue to build team capability, enabling working towards multi-functional Executive Officer (EO) teams
• Look outwards in support of DEO compliance, building relationships with DWP Digital, Child Maintenance stakeholders and HMRC forum

Key Tasks include, but are not limited to:

• Provide visible and effective leadership by taking a personal lead in engaging with and communicating key messages and providing clear direction to implement corporate changes
• Lead, motivate and encourage teams to operate flexibly, continuously improving, seeking feedback, listening and acting on this, setting performance standards and empowering teams to succeed
• Encourage collaborative working between teams and directorates through engagement and collaboration to drive innovation and service improvements
• Contribute to people planning activities ensuring appropriate and effective deployment of people and resources to manage workloads
• Accountable for the management of performance for the site, undertaking regular performance reviews with workgroup leaders, identifying risks to performance achievement and driving forward continuous improvement
• Driving excellent customer service, ensuring service standards fully meet client expectations, challenging and improving processes
• Demonstrate ability to manage diverse teams, including working with national stakeholders to improve processes and services
• Providing guidance and support with authorising refunds and reimbursements, coaching SME’s
• Careful monitoring of high profile cases including Security breaches, complaints, Internal Process Review and Press Office, providing feedback on lessons learned
• Supporting G7,by leading/attending national meetings as appropriat