Birkenhead
Job Summary
The Child Maintenance Service (CMS) is part of the Department for Work and Pensions (DWP), this role is at the heart of DWP’s front line operations helping to change people’s lives in our communities.
We help parents who are unable to make private financial agreements in support of their child(ren)’s living costs. Our mission is to ‘get money to children’ because it makes a real difference to children’s lives.
CMS are committed to creating an inclusive and diverse workforce where everybody can thrive. If you want to make a difference to the lives of others and be part of the UK’s largest public services Department, then this could be the career for you.
Take a look at the DWP you tube channel to find out more https://youtu.be/DwG6S1XQy2Y
Job Description
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.
As Part Of Your Daily Responsibilities, You Will:
* Make and receive telephone calls in a contact centre environment
* Address queries, progress associated work and/or escalate cases to other teams where appropriate (multi-tasking)
* Be resilient, remaining professional and courteous, handling sensitive and challenging situations in a positive way
* Provide high-quality customer service ensuring that all information provided to customers is accurate, timely and easy to understand
* Obtain information from a variety of sources to enable you to make accurate calculations and decisions regarding liability to pay child maintenance, precisely inputting necessary information on internal IT systems
* Negotiate child maintenance arrangements and payments with customers following child maintenance instructions and legislation
* Secure payments and clearly advise the consequences of non-payment
* Take payment enforcement actions where appropriate
* Support our online customers using email and webchat (our digital assistance channel)
Supporting Candidates Live Events
We’ll be hosting a series of webinar sessions led by current CMS caseworkers, who will share insights into the Caseworker role, their personal experiences with training and support, and the benefits of working as a civil servant.
While attendance is optional, these sessions are a great opportunity to learn more about the vacancy and what it’s like to work at CMS. Each session will last approximately 60 minutes, take place via Microsoft Teams, and include a short Q&A segment.
Follow The Link To Book Your Place:
CMS Recruitment Webinar - 16th July 12pm
CMS Recruitment Webinar - 17th July 5pm
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.
Follow The Link To Book Your Place:
CMS Recruitment Webinar - 16th July 12pm
CMS Recruitment Webinar - 17th July 5pm
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.
* People with strong verbal and written skills, including the ability to communicate detailed information to others succinctly so it is clear to understand.
* Enthusiastic people who are passionate about providing a really positive customer experience – ensuring that everybody you deal with gets great customer service.
* People who are hardworking and well organised – allowing you to balance and prioritise a variety of tasks so that your workload is completed accurately and on time.
* 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.
Important: During the initial 11 weeks of your employment, you are required to participate in full-time, 100% office-based training. Afterwards there will be a 3 month period to consolidate your learning, again office based. Once complete, your opportunity to undertake hybrid working may begin.
Essential Criteria
* Excellent communication skills (The ability to effectively communicate in English, both verbally and in writing)
* Exceptional customer service skills (The ability to resolve customer queries in what can sometimes be a sensitive or challenging environment)
* Effective decision-making skills (The ability to gather and understand complex information to make informed decisions based on evidence)
Your personal statement will be assessed against these criteria. Please ensure you provide specific, evidence-based examples that clearly demonstrate how you meet each one.
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
Alongside your salary of £26,770, Department for Work and Pensions contributes £7,755 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
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 job role may be suitable for hybrid working, which is where an employee currently works 60% of the week in their DWP office and 40% of the week from home. This is a voluntary, non-contractual arrangement and your office will be your contractual place of work. The number of days that anyone will be able to work at home will be determined primarily by business need, but personal circumstances and other relevant circumstances will also be considered. If you are successful, any opportunities for hybrid working - including whether a hybrid working arrangement is suitable for you - will be discussed with you prior to you taking up your post.
Working Hours
The Department’s 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.
* For full-time employees, this is 37 net hours per week (equivalent to 42 gross hours, including meal breaks).
* For part-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.
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 that these vacancies are not currently eligible for Visa Sponsorship on the Skilled Worker route, even if relying on tradeable points (including the new entrant tradeable points option) as they do not satisfy the minimum salary hourly rate requirement. This information is offered as guidance only, and we recommend that applicants seek specialist advice on their eligibility for Visa Sponsorship (if applicable) when considering whether to apply for any role.
Location
Applicants should only apply for roles where they can reasonably commute to and from their home office location daily.
Training
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.
Selection process details
As part of the application process, you will be asked to submit a 500 word Personal Statement.
Important Information Regarding Anonymisation
When completing your application form 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 personal statement.
Failure to do so will result in your application being withdrawn.
Personal Statement
Write an evidence-based statement demonstrating your suitability for the role, reflecting on the essential criteria outlined in the Job Description.
Your evidence-based statement should be no longer than 500 words. Avoid generalised claims – focus instead on specific examples that highlight your achievements. For each example, explain the context, the challenges you faced, the actions you took, and the outcomes you achieved.
Sift
The sift panel will assess your evidence-based statement to evaluate your experience, skills, and knowledge against the essential criteria outlined in the job advert. To progress to the next stage of the application process, you must provide clear and sufficient evidence demonstrating how you meet these criteria.
Interview
The interview will assess your behaviours and strengths.
For the purposes of the selection process, the Lead Behaviour will be Communicating and Influencing.
Your interview will be conducted by video (MS Teams).
See the Personal Statement Guidance and Candidate Pack attachments for full details of the application and selection process.
Approximate Campaign Timeline:
Sift Period: 23 - 30 July 2025
Interviews: 11 - 20 August 2025
Sometimes we might decide to invite all candidates straight to interview without assessing the written application evidence, therefore sift and interview dates are subject to change.
Plagiarism
The Civil Service Values Honesty And Integrity And Expects All Candidates To Abide By These Principles. The Evidence You Provide Must Relate To Your Own Experiences. If Evidence Of Plagiarism, Or Sharing Of Questions, Information Or Answers Throughout Any Part Of The Selection Process Is Found, Your Application Will Be Withdrawn. Examples Of Plagiarism Can Include:
* Presenting the work, ideas and experience of others as your own
* Copying content from an online/published source
* Using forms of Artificial Intelligence to produce application content which you present as your own.
Internal DWP candidates may also face disciplinary action.
We recognise that AI may be helpful when applying for this role, but it is important to use it in the right way. Read the DWP AI Candidate Guide to understand how you can make the best use of GenAI while ensuring your application remains authentic and effective.
Reasonable Adjustment
At DWP we value diversity and inclusion and actively encourage and welcome applications from everyone, including those that are underrepresented in our workforce.
We consider visible and non-visible disabilities, neurodiversity or learning differences, chronic medical conditions, or mental ill health. Examples include dyslexia, epilepsy, autism, chronic fatigue, or schizophrenia.
If you need a change to be made so that you can make your application, you should contact Government Recruitment Service via DWPrecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.
Complete the “Reasonable Adjustments” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
If high application volumes are received, the benchmark for candidates to proceed to the next stage may be raised. In line with our commitment to the Disability Confident Scheme (DCS), we aim to advance all candidates applying under the DCS who meet the minimum standard. However, we may only progress those candidates who best meet the required standards.
Provisional Offer of Employment
If you receive a provisional offer of employment, please note that the pre-employment checking process can take up to 8 weeks for external candidates. (Refer to the candidate pack for details regarding the required documentation.)
In some cases, a conditional offer may be made. This means you could begin your role before all checks are completed. However, if any of the outstanding checks are unsuccessful, your employment may be terminated.
Reserve List
A reserve list may be held for up to 3 months, during which further appointments can be made.
If Your Application Is Successful But We Are Unable To Offer You a Post Immediately, You May Be Placed On This Reserve List. Please Note The Following:
* If you are offered the role you originally applied for, in a location you selected as a preference, and you decline the offer or are unable to take up the post within a reasonable timeframe, you will be withdrawn from the campaign and removed from the reserve list, except in exceptional circumstances*.
* If DWP offers you an alternative role or location that differs from your original application and you choose to decline, you will remain on the reserve list.
* Exceptional circumstances may include, for example, where a candidate has requested a contractual part-time working pattern that cannot be accommodated in the initial role offered, or in cases of serious ill health.
All further appointments from the reserve list will be made in merit order.
DWP takes development seriously. Our aim is for our colleagues in these roles to be appropriately skilled and qualified – as determined by the business. To support this aim you may be required to undertake a work based qualification, which may be in the form of an apprenticeship, which will support you in further developing your professional knowledge and skills for this role and your future career development. The qualification can be undertaken in work time, you agree to take this job on the basis that you may be required to undertake a work based qualification; a candidate’s failure to participate fully in the professional programme, once appointed, may be a breach of their employment contract.
DWP Employees
Before applying for this vacancy, current employees of DWP should check whether a successful application would result in changes to their terms & conditions of employment, e.g. mobility, pay, allowances. Civil Servants that would transfer into DWP from other government organisations, following successful application, will assume DWP's terms & conditions of employment current on the day they are posted, unless DWP has stated otherwise in writing.
Find out more about Working for DWP
Any move to DWP from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare; for further information visit the Childcare Choices website.
If successful and transferring from another Government Department a criminal record check may be carried out.
Criminal Record Check
In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service/Disclosure Scotland on your behalf.
However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.
For further information on the Disclosure Scotland confidential checking service telephone: the Disclosure Scotland Helpline on 0870 609 6006 and ask to speak to the operations manager in confidence, or email Info@disclosurescotland.co.uk
Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.
A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.
Feedback will only be provided if you attend an interview or assessment.
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.
Security
Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
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)
Working for the Civil Service
The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.
The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.
Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).
This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.
The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.
Contact point for applicants
Job Contact :
* Name : Natalie Puckey
* Email : centralised.cmsrecruitmentsupport@dwp.gov.uk
Recruitment team
* Email : dwprecruitment.grs@cabinetoffice.gov.uk
Further information
Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. If you feel your application has not been treated in accordance with these principles and you wish to make a complaint, you should in the first instance contact DWP by email: HR.BUSINESSASSURANCE@DWP.GOV.UK.
If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission. Click here to visit the Civil Service Commission. #J-18808-Ljbffr