Child Maintenance Service Caseworker - Hastings
Child Maintenance Service Caseworker - Hastings
2 weeks ago Be among the first 25 applicants
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.
Hastings
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:
* Be making and receiving telephone calls in a contact centre environment.
* Address queries, progress associated work and/or escalate cases to other teams where appropriate.
* 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 will be holding webinar sessions hosted by CMS caseworkers, they will share further information about the role, their experience of the training and support that is available when working in CMS, as well as some of the benefits you can expect as a civil servant.
The events are not mandatory but are a great way to learn about the vacancy. Expect them to last around 60 minutes, take place via Microsoft Teams, and include a short Q&A session.
Follow The Link To Book Your Place:
Wednesday 23 April 2025 at 5 pm
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:
Wednesday 23 April 2025 at 5 pm
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.
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).
Use your personal statement to explain how you meet these essential criteria - use one or more specific examples to demonstrate. We will assess the evidence in your personal statement against these essential criteria.
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.
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 works part of the week in their DWP office and part 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 taken into account. 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.
Wellbeing
CMS is committed to the Wellbeing of all colleagues, support includes Wellbeing conversations, dedicated Wellbeing Advocates in each Service Centre to develop and deliver health and wellbeing initiatives and our own Intranet site offering a wealth of information, guidance and support.
We Value Everybody is one of our five Core Values here in CMS. We have active National Network Groups for Race, Disability, Carers, Wellbeing, Faith & Belief and Age. Our monthly People Group meeting draws these groups together to listen, act, and update CMS Directors with our plans.
HASSRA
CMS Colleagues have the opportunity to join HASSRA, a vibrant and successful organisation that provides a first-class programme of competitions, activities and benefits for its members (subscription payable monthly). It also has an important part to play in helping us achieve a healthy work-life balance and wellbeing in the workplace.
Continuous Learning
DWP Is committed to helping its colleagues develop and succeed. As part of your role, you will be encouraged to undertake professional learning. This could be an apprenticeship - a fully funded, work-based qualification which builds your skills and supports your career progression. Apprenticeships are directly linked to your job and can be completed during work time, with guidance from your Line Manager and a dedicated Talent Coach. If successful in securing the advertised role, you’ll be supported with continuous learning opportunities to help you grow and thrive. (Add to LBBB).
Candidate Pack
Please refer to the candidate pack for further information contained in this section of the advert and more information in relation to the Benefits of working for DWP.
Selection process details
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.
Stage 1: Application & Sift
As Part Of The Application Process You Will Be Asked To Complete a Personal Statement (Max 500 Words) To Explain How You Meet The 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).
When writing your statement use an example or examples from either work, volunteering, your personal life or your academic life. We recommend using only 1, or at a maximum 2 examples here, to stay within the 500-word count limit.
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 CV or Personal Statement.
Failure to do so will result in your application being withdrawn.
Sift
The sift panel will use the information in your Personal Statement to assess your experience, skills and knowledge against the essential criteria outlined in the advert, if you provide sufficient evidence of how you meet the criteria, you will pass this part of the application process and move to the next stage.
Depending on application numbers, we may progress all candidates who have applied directly to interview without assessing the written application evidence.
Stage 2: Interview
Unless you are otherwise informed, the final stage of the process will be a blended interview via Microsoft Teams.
All elements of the interview will be via video link, and the whole process should take approximately 30-40 minutes. This will be a blended interview consisting of 2 types of questions; behaviour questions and strength questions.
A blended interview aims to be more of a conversation at interview, offering a more inclusive approach. The Strength and Behaviour based questioning explores what the candidate can and has done, but also their potential. The blended interview will consist of Behaviours, Strengths and Experience.
The Behaviours Being Assessed At Interview Are:
* Communicating and Influencing (Lead Behaviour).
* Managing a Quality Service.
* Making Effective Decisions.
* Delivering at Pace.
To help you prepare and settle into the interview you will be sent the behaviour questions in advance of the interview. These questions should be treated as confidential and should not be shared. The interview panel may ask you other questions which will not be shared in advance, including follow-up questions, and those about your abilities and strengths.
Approximate Campaign Timeline:
Sift Period: 1st - 8th May 2025
Interviews: 20th - 29th May 2025
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.
Visa Sponsorship
Please note that these vacancies are not currently eligible for new applications for Visa Sponsorship on the Skilled Worker route, for any candidates who do not currently have permission to be in the UK as a Skilled Worker where they were sponsored before 4 April 2024, 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 posts where they can travel to and from their home office location daily within a reasonable time.
Please be aware that this role can only be worked in the UK and not overseas. Relocation costs will not be reimbursed.
Provisional Offer of Employment
If a provisional offer of employment is made, the pre-employment checking process can take up to 8 weeks for external candidates (see candidate pack for types of documentation required). Candidates may be made a conditional offer, this means you could take up post before certain checks have been completed, however, if subsequent checks fail, employment may be terminated.
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.
Please refer to the Candidate Pack for further information on the application process and terms and conditions.
Further Information
Find out more about Working for DWP
A reserve list may be held for a period of 3 months from which further appointments can be made.
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.
In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service 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.
New entrants are expected to join on the minimum of the pay band.
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.
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
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.
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.
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.
The Civil Service values honesty and integrity and expects all candidates to abide by these principles. Please ensure that all examples provided in your application are taken directly from your own experience and that you describe the examples in your own words. Applications will be screened and if evidence of plagiarism or copying examples/answers from other sources is found, your application will be withdrawn. Internal DWP candidates may also face disciplinary action.
Feedback
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.
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