Child Maintenance Service - Head of Service, Applications and Maintenance
Department for Work and Pensions
Apply before 11:55 pm on Monday 17th February 2025
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About the job
Job summary
The Department for Work and Pensions (DWP) touches the lives of every citizen in our country at some point. As the UK government’s largest public service provider, we support people into work, help disabled people live more independent lives, improve housing and tackle homelessness, provide the financial foundation for a secure old age through the State Pension, and ensure children of separated parents have more opportunity to fulfil their potential through a better child maintenance system. We are passionate about making a sustainable and positive impact to people’s lives every day by providing a modern, fair, and affordable welfare system. We seek to be an exemplar of the Modern Civil Service so that we can better deliver for citizens and meet the challenges of tomorrow.
The Child Maintenance Service (CMS) is a directorate within DWP that helps separated parents by encouraging and supporting them to make private financial arrangements, and providing a statutory maintenance service where this is not possible for their children, including taking legal enforcement action to collect money when appropriate.
Our service is provided by over 4,000 colleagues, across 8 locations, supporting 900,000 children by arranging and collecting over £1.2 Billion in maintenance annually. Our mission is simple, ‘Get money to children’ to support their life chances and help to lift out of poverty.
Job description
This is an exciting time to be joining CMS as we continue with our ambitious programme of service modernisation. As Head of Service, you will have a critical role alongside three colleagues in providing strategic leadership with accountability for all aspects of service delivery, people plans and embedding significant change including digitalisation and demand deduction.
The successful candidate will be responsible for:
- Providing inspirational and resourceful leadership to a large team of up to 1,000 colleagues, across several locations through direct line management of Senior Operational Leaders (Grade 7s), in a complex, fast paced operational environment to deliver a quality service. This will include workforce planning, resource deployment, capability plans and all aspect of performance management to meet service level requirements.
- Leading through a period of accelerated change for the organisation and have an influential role in shaping the strategic direction, communicated to colleagues through our CMS Story – enabling a digital transformation programme that delivers increased efficiency and service improvements and supporting the design and implementation of a new organisational model.
- Demonstrating visible leadership through a commitment to people engagement and driving cultural change by empowering others to develop, you will be expected to continue establishing a culture of continuous improvement through remote line management across multiple sites.
- Lead accountability for specific customer segments providing vision and reporting up to the CMS Executive Team, Director General and Minister, i.e. Applications, Maintenance, Benefits and Telephony and Portfolios i.e., Quality.
- There may be a requirement to lead one of our Service Centres in a sponsorship role.
- As this role covers various locations across the UK, you will be expected to commit to frequent travel and overnight stays.
Person specification
Successful candidates will demonstrate the following Essential Criteria:
- Inspirational and resourceful leadership with a proven track record of leading large multi-site teams with over 500+ colleagues in a service centre environment, making a strong personal impact, demonstrating resilience to deliver against key performance measures timeously and accurately.
- Excellent communication abilities with proven experience of influencing and motivating people at all levels.
- Confidence managing senior stakeholder relationships, including delivering various communications to a high standard to an array of stakeholders including Ministers, Senior Leaders, and Trade Union.
- Ability to identify, interpret and analyse Management Information (MI), and other data to identify areas for action, key risks, and performance hot spots.
- Ability to understand and lead change, inspiring and obtaining commitment from colleagues by encouraging discussion, innovation, and ideas in support of long-term organisational vision.
- Ability to understand and lead transformational change including channel shift and moving demand into digital services, inspiring and obtaining commitment from colleagues by encouraging discussion, innovation, and ideas in support of long-term organisational vision.
- A passion for building high performing teams, actively promoting equality, diversity, and inclusion in the workplace to drive an inclusive learning culture and create opportunities for all.
- Experience of driving excellent customer service, particularly in a telephony environment, ensuring service standards fully meet client expectations by challenging and improving processes.
Behaviours
We'll assess you against these behaviours during the selection process:
- Leadership
- Managing a Quality Service
- Changing and Improving
- Making Effective Decisions
Benefits
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.
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.
Working hours - The contracted working hours for the Department are 07:45 hours to 20:00 hours, Monday to Friday, and 08:45 hours to 17:00 hours on Saturday. Employees are contracted to work a specific number of hours per week within the above times. Employees will be required to work the number of hours per week for which they are contracted. For example, for full time employees this will be 37 hours net (42 hours gross including meal breaks). For part-time employees it will be less.
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.
IMPORTANT INFORMATION
Location
Applicants should apply for suitable 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.
Access to flexible working hours scheme will be available.
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.
Things you need to know
Selection process details
As part of the application process you will be asked to complete a CV and answer 2 behaviour based questions. Further details around what this will entail are listed on the application form.
Stage 1: Application & Sift
As part of the application process you will be asked to complete:
1. Personal Details application form
2. A Personal Statement of 1000 words answering 2 Behaviour based questions (500 word limit per Behaviour)
Address the 2 pre-defined questions below (use a maximum of 500 words per answer), explain why you want to work for DWP in this role; how you consider your personal skills, qualities and experience providing evidence of your suitability for the role.
Question one - Leadership - describe a time when you needed to improve the operational effectiveness of your team. How did you go about doing so? What were the major decisions that you had to make?
Question two - Managing a quality service - high performing organisations usually have senior leaders who are drivers of continuous improvement. Give us a specific example of how you have motivated employees to achieve excellence.
The layout is entirely your choice, you may choose narrative, bullets, etc. Please share with us what makes you suited to this role.
3. Anonymised CV
The CV is an on-line tool, there is no requirement to upload your personal CV. When giving details of your employment history, you should include details of work you have completed and projects you have been involved in. However the CV is not scored, so please ensure the main content of your evidence and skills are detailed when answering the Behaviour based questions.
IMPORTANT INFORMATION REGARDING ANONYMISATION
Due to the DWP’s use of anonymised recruitment practices it is not possible for applicants to upload/attach a CV; any information that you would customarily share on a CV should therefore be entered onto the application form.
When entering information relating to your employment history you will be asked to remove any personal details that could be used to identify you. This relates to name and contact details which might usually appear on your CV/Personal statement. Failure to do so will result in your application being withdrawn.
Sift
The sift panel will use the information provided in your personal statement to assess the following behaviours:
- Leadership (Lead Behaviour)
- Managing a Quality Service
Should a large number of applications be received, an initial sift may be conducted using the Lead Behaviour - Leadership
Candidates who pass the initial sift will be progressed to a full sift where all applications will be assessed and sifted against both Behaviours - Leadership and Managing a Quality Service
Please note depending on the volume of applications we may choose to invite candidates straight to interview and dispense with the sift stage. For this reason, the timeline for the interview window is subject to change depending on the approach we choose to take.
Stage 2: Interview
Unless you are otherwise informed, the final stage of the process will be a blended interview via Microsoft teams, the whole process should take approximately 45-60 minutes.
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 Behaviours being assessed at interview are:
- Leadership (Lead Behaviour)
- Managing a Quality Service
- Changing and Improving
- Making Effective Decisions
Please refer to the Candidate Pack for further information.
Approximate sift and interview dates:
Sift Period: 17 - 28 February 2025
Interviews: 13 - 21 March 2025
Sift and Interview dates are subject to change.
Further Information
Find out more about Working for DWP
Reserve Lists
A reserve list may be held for a period of 3 months from which further appointments can be made. If you are placed on a reserve list if your application is successful but we cannot immediately offer you a post, please note:
- If you are offered the role you applied for, in a location you have expressed a preference for, and you decline the offer or are unable to take up post within a reasonable time frame you will be withdrawn from the campaign and removed from the reserve list, other than in exceptional circumstances*.
- If DWP makes an offer of an alternative role or location to that which you originally applied for, and you decline that offer, you will be able to remain on the reserve list.
*Note - Exceptional circumstances could be when a candidate has requested a contractual Part Time Working Pattern and this pattern cannot be accommodated in the initial role offered or in cases of serious ill health.
Any further appointments made from the reserve list will be allocated in merit order.
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. Determine your eligibility at https://www.childcarechoices.gov.uk
New entrants are expected to join on the minimum of the pay band.
Tenure in post
Candidates should note that if successful in this campaign, you will be expected to remain in post for a minimum of 18 months unless leaving on promotion.
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 or 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.
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.
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.
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.
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.
Feedback
Feedback will only be provided if you attend an interview or assessment.
Security
Nationality requirements
Working for the Civil Service
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).
Diversity and Inclusion
Apply and further information
Contact point for applicants
Job contact :
- Name : Mike Healy
- Email : Mike.Healy@dwp.gov.uk
Recruitment team
- Email : dwprecruitment.grs@cabinetoffice.gov.uk
Further information
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.
