Service Excellence - Child Maintenance Group - Caseworker - Administrative Officer
| Posting date: | 19 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: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 422847 |
Summary
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
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
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.