The Child Maintenance Service (CMS) is part of the Department for Work and Pensions (DWP). 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.
As part of a supportive and welcoming team, you will provide excellent customer service in a fast-paced service centre and telephony environment.
As part of your daily responsibilities, you will:
* Be making and receiving telephone calls in a contact centre environment whilst wearing a headset
* Address telephony queries and follow up on any resulting tasks as needed, escalating cases to other teams where appropriate (multi-tasking)
* Handle sensitive and sometimes challenging telephone calls in a positive and professional manner
* Support our online customers using email and webchat (our digital assistance channel)
* Manage your own caseload of work, managing multiple responsibilities simultaneously
* 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
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.
Tues 14 Oct 2025 - 5pm
Weds 15 Oct 2025 - 12noon
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