Child Maintenance Service (CMS) has some exciting opportunities at the Higher Executive Officer (HEO) grade. We are looking for candidates to fill these key roles who have a passion for leading and delivering excellent customer service, who are flexible and versatile, able to make sound decisions, and drive and implement change in a high profile often high-pressured environment. You will be an inspirational and resourceful leader, able to drive people engagement across your teams, setting high standards for people leadership throughout the business, and personally exemplifying one customer, one business behaviours. Leading / managing a team you will be accountable for managing workloads, effectively managing resources, and prioritising and addressing any risks to ensure performance targets and customer objectives are met. As a people manager you will support wellbeing across the teams, manage attendance and conduct regular coaching reviews, confidently addressing risks to performance. You will be an excellent communicator with the ability to influence and motivate people at all levels, supporting colleagues by communicating corporate change and the long-term organisational vision with clarity and purpose. You will have the ability to understand and lead change, creating and role modelling a continuous improvement culture that promotes and supports innovation whilst delivering improvements to performance and customer service / experience. You will manage dissatisfaction and complaints within timescales and provide feedback to support continual improvement. Role Responsibilities We have four distinct HEO operational roles available: Case Maintenance Workgroup Leader Successful candidates will lead large teams of around 70 people delivering great service in caseworker positions. Operational leaders are accountable for creating an environment to support the flexible effective personalised delivery of customer services, quality and performance across their teams. They provide leadership and effective use of resource to ensure performance targets, quality and accuracy standards, and customer objectives are met. Additionally providing transformational leadership to the team and beyond - inspiring colleagues through difficult situations, transforming performance and building high performing teams. There are Case Maintenance Workgroup Leader vacancies in the following CMS Service Centres: Birkenhead, Falkirk and Hastings Enforcement Team Leader CMS Enforcement is a fundamental stage in the Payment Compliant process for securing compliance on our most difficult non-paying cases. This is a fast paced and challenging environment. Successful applicants will have line management responsibility for up to 14 Enforcement Case Managers. Key tasks will include the delivery of our people agenda which is balanced alongside strong performance management and our responsibilities regarding governance, risk, security and health and safety management requirements. Conducting case conferences with direct reports on a regular basis to discuss best means of securing compliance using all tools available whilst balancing the needs of the customer. There are Enforcement Team Leader vacancies in the following CMS Service Centres: Falkirk Employer Payment Team Leader CMS Employer Payment Team is a fundamental stage in the Payment Compliance process. This is a fast paced and challenging environment. Successful applicants will have line management responsibility for up to 5 EO led teams of Employer Account Managers. Key tasks will include the delivery of our people agenda which is balanced alongside strong performance management and our responsibilities regarding governance, risk, security and health and safety management requirements. Regular contact with colleagues, partners and stakeholders to drive positive outcomes and influence change supporting Deduction from Earning Order (DEO) compliance. This responsibility extends to engagement with Employers and external partners,building relationships with DWP Digital, Child Maintenance stakeholders, HMRC forums and colleagues from across the wider Civil Service. There are Employer Payment Team Leader vacancies in the following CMS Service Centres: Birkenhead Arrears Workgroup Leader Arrears Leaders are accountable for creating an environment to support the flexible, efficient, and effective delivery of customer services, quality and performance across their teams. They provide leadership and effective use of resource to ensure performance targets and customer objectives are met. They drive people engagement across their teams, setting high standards for people leadership throughout the business and personally exemplifying customer focus behaviours. They also provide transformational leadership to the team and beyond inspiring colleagues through difficult situations, transforming performance and building high performing teams. There are Arrears Workgroup Leader vacancies in the following CMS Service Centre: Birkenhead In sites where multiple job roles are available; successful candidates may have the option to select a preference of job role. Person specification This is what you will be assessed against, and should align your Personal Statement to. Your evidence will be assessed against the following essential criteria. You must ensure you provide specific examples to demonstrate these criteria in your Personal Statement. Candidates will be able to demonstrate the following. Essential Criteria Strong leadership and coaching skills. Lead by example and provide inspiration, direction and support to colleagues by communicating corporate changes with clarity and purpose. ( Lead Criteria ) Excellent people engagement skills and a focus on building collaborative working relationships with colleagues and stakeholders across the wider team and Department. Ability to positively inspire, encourage and influence others to obtain buy-in from colleagues, actively seeking and listening to feedback by encouraging discussion and ideas in support of the long term DWP vision and acting on feedback. Ability to work flexibly to meet changing priorities, managing a diverse workload, and optimising resources to meet current and future customer expectations. Ability to critically analyse products and processes including Management Information, to identify areas for action, resolving issues and making suggestions for improvement. Confident decision making, taking a leading role in proactively managing agreed team performance, effectively managing resources, demonstrating a firm and fair approach to line management responsibilities in accordance with policy and procedures. Behaviours We'll assess you against these behaviours during the selection process: Leadership Changing and Improving Managing a Quality Service Communicating and Influencing Benefits Alongside your salary of 37,497, Department for Work and Pensions contributes 10,862 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides. 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 This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience. Application process Stage 1: Application & Sift As part of the application process you will be asked to complete a CV and Personal Statement of no more than 1250 words. Further details around what this will entail are listed on the application form. Use your 1250 word Personal Statement to describe how you meet the Essential Criteria as detailed in the job advert. 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 put the main content of your evidence and skills in your Personal Statement. Your Personal Statement should contain no more than 1250 words. The layout is entirely your choice, you may choose narrative, bullets, etc. You may choose to address each criterion separately; however, one narrative example may cover and evidence several of the criteria. Please share with us what makes you suited to this role. We would like to find out what you can do, the skills you hold and the life experience or passion that you have that could be aligned to the criteria listed within the Person Specification. Important Information Regarding Anonymisation Due to the DWPs 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 in your Personal Statement to assess your experience, skills and knowledge against the essential criteria outlined in the advert. Should a large number of applications be received, an initial sift may be conducted using the Lead Criteria : Strong leadership and coaching skills. Lead by example and provide inspiration, direction and support to colleagues by communicating corporate changes with clarity and purpose Candidates who pass the initial sift will be progressed to a full sift where all applications will be assessed and sifted against all the essential criteria outlined in the advert. 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 blended interview will consist of Behaviour and Strength questions. The Behaviours being assessed at interview are: Leadership (Lead Behaviour) Changing and Improving Managing a Quality Service Communicating and Influencing All elements of the interview will be via video link, and the whole process should take approximately 40-50 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. Please refer to the Candidate Pack for further information. Approximate sift and interview dates: Sift Period: 7 - 17 January 2025 Interviews: 29 January - 5 February 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 p laced 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 DWPfrom 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 toDisclosure and Barring Service or Disclosure Scotlandon 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.grscabinetoffice.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: Infodisclosurescotland.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 applicants 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. 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. 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 candidates failure to participate fully in the professional programme, once appointed, may be a breach of their employment contract. Important If you hold a level 3 qualification (2 A levels or equivalent) then please bring your certificates with you to the interview if you have them. 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. 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.grscabinetoffice.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 youre 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 will only be provided if you attend an interview or assessment. 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. 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. 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) .