742 - Service Excellence - Child Maintenance Group - Caseworker - Administrative Officer - Falkirk
| Posting date: | 18 August 2025 |
|---|---|
| Salary: | £26,770 per year |
| Hours: | Full time |
| Closing date: | 08 September 2025 |
| Location: | Falkirk, Falkirk County |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | Department for Work and Pensions |
| Job type: | Permanent |
| Job reference: | 742 |
Summary
You should not apply for the role in this location you unless you are prepared to travel or re-locate to at your own expense. Candidates who are made an offer and decline or are unable to take up post within a reasonable timeframe will be withdrawn from the campaign.
Please note that these vacancies are not currently eligible for Visa Sponsorship on the Skilled Worker route, even if relying on tradeable points (including the new entrant tradeable points option) as they are not included in the published Immigration Salary List. This information is offered as guidance only, and we recommend that applicants seek specialist advice on their eligibility for Visa Sponsorship (if applicable) when considering whether to apply for any role.
About the job
The Child Maintenance Service (CMS) is part of the Department for Work and Pensions (DWP). 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.
Take a look at the DWP you tube channel to find out more https://youtu.be/DwG6S1XQy2Y
Successful candidates will be posted to a specific Administrative Officer role. Standard promotion rules will apply and successful candidates will be placed on the pay scale and terms and conditions of DWP.
About us - Department for Work and Pensions GOV.UK
Please ensure you read all the process information for this campaign as we are conducting a voluntary assessment trial and there are additional elements to be aware of. We would be grateful if you would participate in this to help to shape our future recruitment processes aiming to improve our candidate experience.
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.
As part of your daily responsibilities, you will:
• Be making and receiving telephone calls in a contact centre environment whilst wearing a headset
• Address telephony queries and follow up on any resulting tasks as needed, escalating cases to other teams where appropriate (multi-tasking)
• Handle sensitive and sometimes challenging telephone calls in a positive and professional manner
• Support our online customers using email and webchat (our digital assistance channel)
• Manage your own caseload of work, managing multiple responsibilities simultaneously
• 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
Supporting Candidates Live Events
We’ll be hosting a series of webinar sessions led by current CMS caseworkers, who will share insights into the Caseworker role, their personal experiences with training and support, and the benefits of working as a civil servant.
While attendance is optional, these sessions are a great opportunity to learn more about the vacancy and what it’s like to work at CMS. Each session will last approximately 60 minutes, take place via Microsoft Teams, and include a short Q&A segment.
Follow the link to book your place:
CMS Recruitment Webinar - 27th August 12pm
CMS Recruitment Webinar - 28th August 5pm
Person Specification
What are we looking for?
People with:
• 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 what can sometimes be a sensitive or challenging environment)
• Effective decision-making skills
(The ability to gather and understand complex information to make informed decisions based on evidence)
Additionally:
• People who are resilient and can remain calm in challenging situations. Sometimes difficult conversations on the telephone with our customers are needed, and we need you to be able to successfully resolve queries in what can be difficult and sensitive situations
• People with strong verbal and written skills, including the ability to communicate detailed information to others succinctly so it is clear to understand
• Enthusiastic people who are passionate about providing a really positive customer experience, ensuring that everybody you deal with gets great customer service
• People who are hardworking, well organised and can balance and prioritise a variety of tasks
• People who can gather and understand sometimes complex information, using guidance and legislation to make decisions
• Digitally competent people who can navigate multiple IT systems
Please note that these vacancies are not currently eligible for Visa Sponsorship on the Skilled Worker route, even if relying on tradeable points (including the new entrant tradeable points option) as they are not included in the published Immigration Salary List. This information is offered as guidance only, and we recommend that applicants seek specialist advice on their eligibility for Visa Sponsorship (if applicable) when considering whether to apply for any role.
About the job
The Child Maintenance Service (CMS) is part of the Department for Work and Pensions (DWP). 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.
Take a look at the DWP you tube channel to find out more https://youtu.be/DwG6S1XQy2Y
Successful candidates will be posted to a specific Administrative Officer role. Standard promotion rules will apply and successful candidates will be placed on the pay scale and terms and conditions of DWP.
About us - Department for Work and Pensions GOV.UK
Please ensure you read all the process information for this campaign as we are conducting a voluntary assessment trial and there are additional elements to be aware of. We would be grateful if you would participate in this to help to shape our future recruitment processes aiming to improve our candidate experience.
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.
As part of your daily responsibilities, you will:
• Be making and receiving telephone calls in a contact centre environment whilst wearing a headset
• Address telephony queries and follow up on any resulting tasks as needed, escalating cases to other teams where appropriate (multi-tasking)
• Handle sensitive and sometimes challenging telephone calls in a positive and professional manner
• Support our online customers using email and webchat (our digital assistance channel)
• Manage your own caseload of work, managing multiple responsibilities simultaneously
• 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
Supporting Candidates Live Events
We’ll be hosting a series of webinar sessions led by current CMS caseworkers, who will share insights into the Caseworker role, their personal experiences with training and support, and the benefits of working as a civil servant.
While attendance is optional, these sessions are a great opportunity to learn more about the vacancy and what it’s like to work at CMS. Each session will last approximately 60 minutes, take place via Microsoft Teams, and include a short Q&A segment.
Follow the link to book your place:
CMS Recruitment Webinar - 27th August 12pm
CMS Recruitment Webinar - 28th August 5pm
Person Specification
What are we looking for?
People with:
• 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 what can sometimes be a sensitive or challenging environment)
• Effective decision-making skills
(The ability to gather and understand complex information to make informed decisions based on evidence)
Additionally:
• People who are resilient and can remain calm in challenging situations. Sometimes difficult conversations on the telephone with our customers are needed, and we need you to be able to successfully resolve queries in what can be difficult and sensitive situations
• People with strong verbal and written skills, including the ability to communicate detailed information to others succinctly so it is clear to understand
• Enthusiastic people who are passionate about providing a really positive customer experience, ensuring that everybody you deal with gets great customer service
• People who are hardworking, well organised and can balance and prioritise a variety of tasks
• People who can gather and understand sometimes complex information, using guidance and legislation to make decisions
• Digitally competent people who can navigate multiple IT systems
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.