Child Maintenance Service - Accuracy Assurance Lead
| Posting date: | 03 December 2024 |
|---|---|
| Salary: | £42,614 to £45,081 per year |
| Hours: | Full time |
| Closing date: | 11 December 2024 |
| Location: | Newcastle-upon-Tyne |
| Company: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 379397/6 |
Summary
Despite the progress we’ve made, we are unashamedly ambitious about what more we can achieve and the difference we can make for the families who need us. Child Maintenance Service is an amazing place to work. Walk into any one of our service centres and you will be overwhelmed by the passion and commitment that our people have for supporting our customers.
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.
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