Child Maintenance Service (CMS) is undergoing significant transformation with an ambition to deliver a quality service for our customers. To support this, we have established a new Customer Resolution & Assurance Team to draw together insight and learning and facilitate quality and accuracy across our operational teams through the development of a national Quality Strategy. Ensuring we make accurate and timely decisions and identifying and addressing coaching needs is crucial. The Tier 1 Accuracy Assurance Team sits within the Customer Resolution & Assurance Team and provides a service to CMS Operations by delivering a flexible accuracy assurance strategy. Operating as a national team across our 8 CMS Service Centres, their primary role is to assure decisions within that strategy that could negatively impact the >1% error rate annual target set by National Audit Office. The team also provides coaching and feedback to support learning, preventing future errors and improving our customer experience. With a review of our supporting functions underway, and the development of a new overarching Quality Strategy, this is an exciting time to join as Senior Lead for CMS Accuracy Assurance. Job description / Key tasks: Line Management and effective national leadership of 4 HEO Work Group Leaders for geographically dispersed teams providing accuracy assurance through a network of Tier 1 EOs.Working closely with our Northern Ireland Tier 1 partners, supporting our services. Effective leadership, management, motivation and development of your teams, providing a clear focus on priorities and empowering your people to succeed by creating an inclusive working environment promoting good decision making. Take responsibility for maximising your own development and that of the national team, creating a culture where good performance is praised, and poor performance is challenged/addressed. Continuously improving the provision of the service Tier 1 provides, ensuring a joined-up approach with operations, partners and stakeholders. Managing the flow of Tier 1 quality assurance work and coaching enquiries to ensure timeliness and consistency of feedback to the business. Leading the team to analyse trends, ensuring robust Management Information and reporting is in place to support operational learning and improvements to accuracy levels. Work closely with Operational Leaders to communicate quality results and trends and to promote initiatives, ensuring they land effectively and improve service. Using process / procedural knowledge to identify, investigate and escalate emerging issues which could impact on accuracy, and the customer experience. Representing CMS / Tier 1 at a range of internal and external meetings/forums, dealing with multiple stakeholders, on digital, transformational and Policy changes that may impact accuracy. An active member of the Customer Resolution & Assurance Team Senior Leadership Team, working collaboratively across all strands to deliver the CMS Quality Strategy, embedding a coaching culture to improve quality / service. Person specification Essential Criteria The post holder will need to demonstrate: Evidence of strong and inclusive leadership skills, including the ability to lead across multiple / national teams with a track record of delivering improved quality and service (Lead Criteria). Being innovative and demonstrate resilience in overcoming difficulties in resolving issues by taking ownership and making suggestions for improvement. Ability to think strategically, see the bigger picture and deliver tangible results within a fast paced environment. Ability to work flexibly to meet changing priorities, managing a diverse workload and delivering to challenging deadlines. Ability to convert analysis and learning into education and improvement activities. Proven ability to communicate with clarity, conviction and enthusiasm building credibility with a range of colleagues, partners and senior stakeholders with the ability to persuade and influence decision making. Be open and approachable with excellent proven planning, organisational and communication skills. Desirable Criteria Good knowledge of working in a quality assurance environment. PC skills and a knowledge of Microsoft products PowerPoint, Word and Excel. Knowledge of CMS processes and procedures and how accuracy fits within those. Behaviours We'll assess you against these behaviours during the selection process: Making Effective Decisions Leadership Communicating and Influencing Working Together Benefits Alongside your salary of 42,614, Department for Work and Pensions contributes 12,345 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides. Benefits 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 and a Civil Service pension Civil Service pension. 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. Stage 1: Application & Sift As part of the application process you will be asked to complete an anonymised 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. 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. 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: Evidence of strong and inclusive leadership skills, including the ability to lead across multiple / national teams with a track record of delivering improved quality and service (Lead Criteria). 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. Your interview will either be conducted face to face or by video. You will be notified of the location if you are selected for interview. The interview 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: Making Effective Decisions (Lead Behaviour) Leadership Communicating and Influencing Working Together In addition to this candidates will be asked to deliver a 5 minute presentation as part of the interview process. Details of the subject will be sent in advance of the interview. Please refer to the Candidate Pack for further information. Approximate sift and interview dates: Sift Period: 12th - 17th December 2024. Interviews: 6th - 9th January 2025. Sift and Interview dates are subject to change. Further information Find out more about Working for DWP A reserve list may be held for a period of 3 months from which further appointments can be made. 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. 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 Crim inal Record Check to Disclosure and Barring Serviceon yo ur 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 New entrants are expected to join on the minimum of the pay band. 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. 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. 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. 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) .