Child Maintenance Service Telephony Caseworker - Dudley

Details
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Reference number

460649

Salary

£27,866
A Civil Service Pension with an employer contribution of 28\.97%
GBP

Job grade

Administrative 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

24
Contents
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• Location


• About the job


• Benefits


• Things you need to know


• Apply and further information

Location
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This role is based at Pedmore House, Waterfront East, Level Street, Dudley, DY5 1XA .

Please note that, during the initial training and consolidation period, there may be a requirement to attend an alternative DWP site, such as Molineux House in Wolverhampton.

This may involve temporary travel to a different location within a reasonable commuting distance – if this means it incurs additional travel costs we may consider reimbursement of the extra expenditure.

Full support will be provided throughout this period to help you settle into the role and working environment. Further details will be provided to successful candidates at the appropriate stage.About the job
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Job summary

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.

Take a look at the DWP you tube channel to find out more https://youtu.be/DwG6S1XQy2Y

Job description

This is a telephony focused role at the heart of our busy Service Centre. As a valued member of a supportive and welcoming team, you will play a key part in delivering excellent customer service primarily through inbound and outbound telephone contact. The role is fast paced, rewarding, and central to supporting parents and families across the UK.

While you will occasionally support customers digitally, the core and essential requirement of this role is telephony work. This involves spending the majority of your working day handling telephone calls while using a headset, managing conversations professionally, and resolving customer queries in real time. There are no alternative non\-telephony deployment options within this role.

We are committed to creating an inclusive workplace and will consider workplace adjustments to support colleagues to deliver all aspects of the telephony role.

Key Responsibilities:

• Make and receive a high volume of telephone calls in a contact centre environment while wearing a headset, providing clear, accurate and compassionate support to customers.


• Address a wide range of telephony queries, completing any follow‑up actions and escalating cases appropriately, often managing multiple tasks at once.


• Handle sensitive or challenging conversations with professionalism, resilience and empathy.


• Support online customers digitally when required (these are secondary to telephony responsibilities).


• Manage your own caseload, balancing multiple priorities in a fast\-paced environment.


• Provide high\-quality customer service, ensuring information given is accurate, timely and easy to understand.


• Gather information from various sources to make accurate calculations and decisions regarding liability to pay child maintenance, inputting information precisely into internal IT systems.


• Negotiate child maintenance arrangements and payment plans in line with legislation and guidance.


• Secure payments and clearly explain the consequences of non\-payment.


• Take appropriate enforcement actions where required.

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 \- 2nd June 17:00

CMS Recruitment Webinar \- 3rd June 12:00

Person specification

What are we looking for?

• People with strong verbal and written skills, who can communicate well with customers via telephone (wearing a headset). Providing detailed information succinctly so it is clear to understand.


• People who are resilient and can remain calm in challenging situations. 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 who are committed to delivering a high\-standard customer experience, ensuring every customer received accurate information and respectful, professional support.


• People who are self\-motivated, well organised, and able to use their own initiative to balance and prioritise a variety of tasks.


• 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 will be required to undertake fulltime, 100% office\-based training. 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.

After completing the 11\-week training period, there will be a further 3 month office\-based consolidation phase to embed your learning and ensure service quality standards are met.

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

Hybrid working options will only be considered once both phases have been successfully completed.

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

Benefits
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Alongside your salary of £27,866, Department for Work and Pensions contributes £8,072 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

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.

Hybrid working will only be considered after you have successfully completed both the full training period and the 3\-month consolidation phase. Office attendance during these phases is mandatory and non\-negotiable.

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

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