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.
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:
* Make and receive 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).
Person specification
What are we looking for?
* Resilient, calm and level-headed individuals who can successfully resolve queries in difficult and sensitive situations.
* Individuals with strong verbal and written skills, including the ability to communicate detailed information succinctly.
* Enthusiastic people who are passionate about providing a positive customer experience.
* Hardworking and well-organised individuals who can balance and prioritise a variety of tasks.
* People who can gather and understand complex information using guidance and legislation to make decisions.
* Digitally competent individuals who can navigate multiple IT systems.
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 a sensitive or challenging environment).
* Effective decision-making skills (The ability to gather and understand complex information to make informed decisions based on evidence).
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
Salary and Benefits
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. Working for DWP will include benefits such as learning and development tailored to your role, an environment with flexible working options, and a culture encouraging inclusion and diversity.
Annual Leave
23 days annual leave rising with service to 30 days, plus public holidays.
Selection Process Details
This vacancy is using Success Profiles, and will assess your Behaviours, Strengths and Experience.
Important Information Regarding Anonymisation
When completing your application form and personal statement, you must remove any personal details that could identify you. Failure to do so will result in your application being withdrawn.
Contact point for applicants
Job Contact :
* Name : Natalie Puckey
* Email : centralised.cmsrecruitmentsupport@dwp.gov.uk
Recruitment team
* Email : dwprecruitment.grs@cabinetoffice.gov.uk
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