Child Maintenance Service - Team Leader (Leicester)

As the UK governments largest public service provider, the Department for Work and Pensions (DWP) is responsible for welfare, pensions and child maintenance policies.

The Child Maintenance Service (CMS) supports parents who are unable to reach a private financial agreement by ensuring and when necessary, enforcing their legal responsibility to contribute to their childs living costs. Our mission is simple: to get money to children, because it makes a real difference in their lives.

While weve made significant progress in transforming our service, we remain ambitious about what more we can achieve for the families who rely on us. CMS is a dynamic and rewarding place to work. Step into any of our service centres and youll find passionate, dedicated professionals committed to supporting our customers.

We are proud to foster an inclusive and diverse workforce where everyone can thrive. If you're looking to make a difference, this could be the career for you.

This is a fantastic opportunity to start or grow a fulfilling career in the Civil Service. We offer a flexible work-life balance, along with opportunities for growth, challenge, and personal development.

The Child Maintenance Service (CMS) is offering exciting opportunities for motivated individuals to join us as Team Leaders. These are key leadership roles where youll have the chance to make a real difference in the lives of children and families across the UK.

Were looking for passionate leaders who are committed to delivering outstanding customer service. Youll need to be adaptable and resilient, capable of making sound decisions, and confident in driving and implementing change in a high-profile, fast-paced environment.

As a Team Leader, you will lead a team of caseworkers and play a vital role in the success of CMS. Your leadership will be instrumental in achieving our core mission: ensuring that children receive the financial support they deserve.

What will I be doing?

• Leading, managing and developing a team in its contribution to the achievement of CMS objectives, coaching and providing clear direction and support in the development and delivery of outcomes, increasing capability and performance.
• Leading a team with accountability for managing workloads, effectively managing workforce resources, prioritising and addressing any risks to ensure performance targets and customer objectives are met.
• Ability to lead and improve customer service through effective call listening, quality assurance and coaching, using customer interactions, management information and feedback to identify development needs, drive continuous improvement, and ensure colleagues consistently deliver accurate customer-focused service.
• As a people manager you will support wellbeing across your team, manage attendance and conduct regular coaching reviews, confidently addressing risks to performance.
• You will be an excellent communicator with the ability to motivate and develop your team, providing a clear focus on priorities and empowering others to succeed.
• You will investigate and resolve escalated customer queries.
• You will build, manage and maintain key relationships to ensure operational effectiveness.
• Take responsibility for the continuous improvement of the provision of service, putting the client at the heart of everything you do.

Important: During the initial 11 weeks of your employment, you are required to participate in full-time, 100% office-based training.

Essential Criteria

Your personal statement will be assessed against the following essential criteria. Please ensure you provide specific, evidence-based examples that clearly demonstrate how you meet each one.

Candidates should be able to demonstrate:

• Effective leadership skills and the ability to build capability in your team. (Lead Criteria)
• The ability to build good relationships and credibility with a range of colleagues and stakeholders, demonstrating strong engagement skills.
• Ability to improve team performance and customer outcomes through proactive coaching, call listening and quality assurance, using management information and customer feedback to identify development needs and drive service excellence.
• Excellent written and oral communications skills using a variety of methods including digital and telephony.
• Strong organisation skills allowing flexibility to deliver against competing and challenging deadlines, priorities and targets.
• A flexible approach and the ability to work using your own initiative, in a proactive manner and as part of a team.