Child Maintenance Service Caseworker - Newcastle Upon Tyne

Child Maintenance Service; Newcastle upon Tyne; On-site; GBP 23,000 - 30,000; Full time

Job summary

A government agency in the UK seeks dedicated individuals for customer service roles within a fast-paced environment. You will support parents in financial agreements regarding child maintenance, handle telephony queries, negotiate arrangements, and ensure accurate case management. Ideal candidates should excel in communication and multitasking, and be ready to contribute to children's well-being.

Benefits

Inclusive work environment

Training opportunities

Qualifications

• Ability to handle challenging calls and provide excellent support.
• Experience in a telephony environment is beneficial.
• Excellent skills in managing and negotiating financial arrangements.

Responsibilities

• Provide excellent customer service in a fast-paced centre.
• Make and receive calls while managing a caseload.
• Negotiate arrangements and ensure accurate information.

Skills

Customer service

Communication skills

Negotiation

Multi-tasking

Job description

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 youtube channel to find out more https://youtu.be/DwG6S1XQy2Y As part of a supportive and welcoming team, you will provide excellent customer service in a fast‑paced service centre and telephony environment.

• 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: Wed 3 Dec 2025 - 12noon

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 .