Child Maintenance Service - Deduction Order Case Manager

Details
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Reference number

478760

Salary

£32,137
A Civil Service Pension with an employer contribution of 28\.97%
GBP

Job grade

Executive Officer

Contract type

Permanent

Business area

DWP \- Child Maintenance Services

Type of role

Operational Delivery

Working pattern

Flexible working, Full\-time, Job share, Part\-time

Number of jobs available

10
Contents
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• Location


• About the job


• Benefits


• Things you need to know


• Apply and further information

Location
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Parklands, Callendar Business Park, Falkirk, FK1 1XT
About the job
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Job summary

As the UK government’s largest public service provider, the Department for Work and Pensions (DWP) is responsible for welfare, pensions and child maintenance policies.

The Child Maintenance Service (CMS) supports parents who are unable to reach a private financial agreement by ensuring – and when necessary, enforcing – their legal responsibility to contribute to their child’s living costs. Our mission is simple: to get money to children, because it makes a real difference in their lives.

While we’ve made significant progress in transforming our service, we remain ambitious about what more we can achieve for the families who rely on us. CMS is a dynamic and rewarding place to work. Step into any of our service centres and you’ll find passionate, dedicated professionals committed to supporting our customers.

We are proud to foster an inclusive and diverse workforce where everyone can thrive. If you're looking to make a difference, this could be the career for you.

This is a fantastic opportunity to start or grow a fulfilling career in the Civil Service. We offer a flexible work\-life balance, along with opportunities for growth, challenge, and personal development.

Job description

The Child Maintenance Service (CMS) is offering an exciting opportunity for motivated individuals to join our Deduction Order Team as Case Managers. These roles play a vital part in helping children and families across the UK receive the financial support they are entitled to.

Deduction Orders are an enforcement measure used to collect child maintenance and arrears directly from a paying parent's bank or building society account where voluntary payments have not been made and other collection methods, such as a Deduction from Earnings Order, are not appropriate or have been unsuccessful.

This is a fast\-paced and rewarding role that requires strong case management, analytical and communication skills. You will use the CMS 2012 system to manage and progress cases, engaging with customers, financial institutions, colleagues and other stakeholders through both written and telephone contact. Working collaboratively with internal teams, you will ensure cases are progressed accurately, efficiently and in line with legislative requirements.

As a Deduction Order Case Manager, you will be responsible for managing all aspects of a case while it is subject to Deduction Order action. This may include:

• Making informed decisions and exercising sound judgement when selecting the most appropriate enforcement route for each case.


• Applying appropriate legislative powers to enforce and manage deduction orders to collect ongoing maintenance and arrears directly from bank and building society accounts.


• Using a range of intelligence sources, including Credit Reference Agency data, to support enforcement activity and identify appropriate collection routes.


• Building a reputation for fair, consistent and effective enforcement action that encourages future compliance and deters non\-compliance.


• Referring cases to the Financial Investigations Unit where there is evidence of potential fraud or financial irregularity.


• Liaising with financial institutions and internal CMS teams to ensure deduction orders are implemented correctly, and payments are received to achieve the best outcomes for families.


• Monitoring compliance, investigating failed or missed payments, and recommending further enforcement action where necessary.


• Communicating professionally and securely with parents, colleagues and external stakeholders to obtain and provide information, to resolve issues and progress cases.


• Maintain accurate case records and ensure all actions are completed in line with relevant legislation, policy and procedures.


• Deliver excellent customer service while handling complex and sometimes sensitive situations with professionalism and empathy.


• Contributing to continuous service improvement by delivering a professional, customer\-focused service and ensuring children remain at the heart of everything we do.

Important:

There is an expectation that you will undertake full\-time office based training of 10 weeks. An additional 12 weeks training will be required for candidates who have no experience of the Child Maintenance 2012 system.This training is mandatory and non\-negotiable. This training is essential to ensure you gain the knowledge, confidence, and capability needed to support the CMS in delivering high\-quality customer experience and service for the families who rely on us.

This training will be split across the following timeline:

• 12 weeks Training (only required for candidates with no CMS 2012 system experience)


• 4 weeks Training


• 8 weeks Consolidation


• 6 weeks Training


• 8 weeks Consolidation

Hybrid working options will be considered for consolidation periods on account that the training periods have been successfully completed.

Attendance throughout both phases is compulsory, and individuals must be fully committed to completing the training and attending the office as required.

Person specification

The examples and evidence in your written statement will be tested at sift stage against the following essential criteria:

• Sound judgement and decision\-making skills, with the ability to work accurately and efficiently in a fast\-paced environment, managing competing priorities and challenging deadlines. (Lead Criteria)


• Demonstrable ability to manage and prioritise a varied workload, delivering accurate outcomes within demanding timescales.


• Excellent communication skills, with strong written and verbal abilities across a range of channels, including digital and telephony, and the confidence to manage challenging and sensitive conversations with resilience, professionalism and empathy.


• A flexible and collaborative approach, supporting the wider team, building effective working relationships, and engaging confidently with colleagues and stakeholders to achieve positive outcomes within required timescales.


• Ability to work independently and collaboratively, adapting effectively to changing priorities and customer needs.


• A proven track record of delivering excellent customer service, demonstrating professionalism, credibility and a commitment to achieving the best outcomes for customers and stakeholders.

Desirable Criteria

• Experience of working in a debt enforcement environment or similar.

Behaviours

We'll assess you against these behaviours during the selection process:

• Managing a Quality Service


• Communicating and Influencing


• Making Effective Decisions


• Delivering at Pace

Benefits
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Alongside your salary of £32,137, Department for Work and Pensions contributes £9,310 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 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.

If a hybrid working arrangement is suitable for the role and for you, you will normally be required to spend a minimum of 60% of your contracted working hours from your DWP office.

If you have a disability, caring responsibilities, or other circumstances that may affect your ability to meet the minimum office attendance requirement, please discuss this with us using the contact details in this advert.

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.

Things you need to know
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Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on appropriate and inappropriate use.

Selection proces

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