Child Maintenance Service - Work Group Leader
| Dyddiad hysbysebu: | 10 Mehefin 2025 |
|---|---|
| Cyflog: | £37,497 i £38,373 bob blwyddyn |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 23 Mehefin 2025 |
| Lleoliad: | Hastings |
| Cwmni: | Government Recruitment Service |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 406657/2 |
Crynodeb
The Child Maintenance Service (CMS) helps parents, who are unable to make a private financial agreement in support of their child(ren)’s living costs, ensure and at times enforce, the legal responsibility to provide financial support. Our mission is to ‘get money to children’ because it makes a real difference to children’s lives.
Child Maintenance Service is not only undergoing a significant period of change as we drive a crucial transformation agenda, but in tandem, we continue to deliver a politically significant and fundamentally crucial service to millions of separated families around the country who depend upon the work we do. Our story over the last few years is one of impressive progress and improvement. 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.
CMS has some exciting opportunities as a Work Group Leader (WGL) at the Higher Executive Officer (HEO) grade.
As a Work Group Leader within CMS you will have overall responsibility for leading, organising and performance managing around 80-90 people, including several small caseworker teams. These teams work within a Service Centre environment, their main task being serving customers by means of online services and telephony. They deliver a complex service to customers including collecting money. Each team is led by a Team Leader for whom you have direct line management responsibility.
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. Leading 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 changes 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 and delivers improvements to performance and customer service / experience.
Manage escalated complaints within timescales and provide feedback to support continual improvement.
Role Responsibilities
- 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.
- Provide transformational leadership to the team and beyond - inspiring colleagues through difficult situations, transforming performance and building high performing teams.
- 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.
- Responsible for the day-to-day smooth running of an operational line of business (ie New Applications, Case Maintenance, Arrears, Enforcement).
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