735 - Child Maintenance Service - Enforcement Case Manager - Plymouth

Department for Work and Pensions; Plymouth; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A UK government department is seeking motivated individuals for the role of Enforcement Case Manager. In this position, you will make a significant difference in the lives of children and families by ensuring compliance with child maintenance obligations. Candidates should have excellent customer service abilities and effective communication skills. This role involves full-time training initially, with the possibility of hybrid working afterward.

Benefits

Flexible work-life balance

Opportunities for personal development

Qualifications

• Proven track record of delivering excellent customer service in a fast paced environment.
• Excellent written and verbal communication skills.
• Ability to build good relationships with colleagues and stakeholders.

Responsibilities

• Provide excellent customer service for Receiving and Paying parents.
• Secure compliance from Paying Parents with Child Maintenance obligations.
• Progress cases accurately and effectively, ensuring timely enforcement.

Skills

Customer service

Communication skills

Decision-making skills

Relationship building

Negotiation skills

Job description

Please note that these vacancies are not currently eligible for new applications for Visa Sponsorship on the Skilled Worker route, for any candidates who do not currently have permission to be in the UK as a Skilled Worker where they were sponsored before 4 April 2024, even if relying on tradeable points (including the new entrant tradeable points option) as they do not satisfy the minimum salary hourly rate requirement. 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

As the UK government’s 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 child’s living costs. Our mission is simple: to get money to children, because it makes a real difference in their lives.

While we’ve 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 you’ll 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.

About us - Department for Work and Pensions GOV.UK

Job description

The Child Maintenance Service (CMS) is offering exciting opportunities for motivated individuals to join us as Enforcement Case Managers. These are key roles where you’ll have the chance to make a real difference in the lives of children and families across the UK.

Each Team in Enforcement is responsible for all case management activities which arise during the period when the case is undergoing Enforcement action. This could include:

• Referral to Enforcement Agents.
• Use of Credit Reference Agency.
• Use of Civil Powers aimed at collection (targeting the Paying Parent’s assets or income e.g., Order for Sale).
• Sanctions powers to target the Paying Parent’s lifestyle and designed to promote compliance (e.g., disqualification from holding or obtaining a driving licence, committal to prison or removal of passport).
• Referrals to the Financial Investigations Unit, where there is evidence of criminal activity and prosecution may be required.
• Effective communication with parents, colleagues, and other parties, to gather and supply information ensuring cases are progressed effectively and accurately.
• Responsibility for the continuous improvement of the provision of service, putting the client at the heart of everything you do.

Key Accountabilities

The role of an Enforcement Case Manager involves providing excellent customer service for both the Receiving and Paying parents, by progressing cases in a timely, accurate and effective way, ensuring consistent Enforcement action and deterring non-compliant behaviour in the future.

The aim of the role is to secure effective financial compliance from Paying Parents and others with Child Maintenance obligations in cases where they have failed to comply with our maintenance processes.

Some of the key tasks you would be responsible for would be securing compliance from Paying Parents and others with Child Maintenance obligations in cases where they have failed to comply with our maintenance or arrears management processes. Creating a reputation for timely, effective, and consistent enforcement action which will deter non-compliant behaviour. When a case is owned by Enforcement, it will be subject to action using relevant powers at the discretion of the Caseworker who will select from the full range of legal powers that are available to CMS.

Person specification – What we are looking for

Suitable candidates will:

• Prioritise workloads and contribute towards challenging deadlines.
• Have a proven track record of delivering excellent customer service in a fast paced environment.
• Possess excellent written and verbal communication skills using a variety of methods including digital and telephony with the ability to handle/deal with difficult conversations.
• Have the ability to build good relationships and credibility with a range of colleagues and stakeholders, demonstrating strong engagement skills.
• Have sound and confident decision-making abilities with strong debt negotiation skills by telephone.
• Have a flexible approach and the ability to work using own initiative, in a proactive manner and as part of a team.

Important: New recruits will be required to work full time during the 11 weeks training, consolidation and probation period, after which suitability for Hybrid working will be considered. Part time and job share candidates will be required to work full time for at least 11 weeks to complete and consolidate training, after which colleagues should be able to adopt their agreed working pattern.