Child Maintenance Service - Customer Resolution Senior Lead

Job summary

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.

Job description

You will lead around 150 colleagues across several locations. Your teams manage customer complaint handling and resolution, complex high profile escalated cases, and work relating to the Independent Case Examiner (ICE) and Parliamentary and Health Service Ombudsman (PHSO). These areas provide valuable insight into customer experience and service quality. You will use this insight to identify improvements and help shape future service strategies.

This is a challenging role which has Ministerial and Senior Leader interest.

The role of Customer Resolution Senior Lead encompasses a broad range of responsibilities and is high-profile role within a fast paced, changeable and demanding environment. This position is a key operational leadership role, accountable for leading a number of teams across multiple service centres and routinely engaging with senior stakeholders across CMS and the wider DWP.

The role requires exceptional leadership skills, making effective use of resource to ensure performance targets and customer objectives are met whilst driving people engagement across their teams and providing transformational leadership to the team and beyond - inspiring colleagues through difficult situations, transforming performance and building high performing teams.

This role is fundamental to understanding and improving the experience our child maintenance customers have, and applicants will need to have a real desire to drive positive changes to support this.

The Key deliverables for a Customer Resolution Senior Lead:

Monitor and analyse complaint performance data to drive continuous improvement across CMS

• Identify areas for process improvement and lead initiatives to enhance quality and efficiency
• Work with a range of colleagues and stakeholders across CMS and the wider Department, communicating and influencing effectively to deliver results
• Work within and across teams building strong and collaborative relationships with a diverse mix of people at all levels to understand and improve our customer experience
• Prepare analysis and recommendations for senior meetings and present key information when needed
• Support development and delivery of our engagement approach with Members of Parliament
• Lead with confidence and resilience, and help teams improve performance, service quality and customer outcomes
• Inspire and empower others to deliver against all agreed objectives, ensuring that delivery and outcomes are completed to the required standards
• Create an inclusive culture where people feel valued, supported and able to develop
• Take all required action to sign off high profile and ministerial complaints on behalf of the CMS Executive Team

Person specification

Your personal statement will be assessed against the following essential criteria. Please ensure you provide specific, evidence-based examples that clearly demonstrate how you meet each one.

Candidates should be able to demonstrate:

• Experience leading teams across different locations, including remote or hybrid teams, while creating an engaging and supportive working environment (Lead criterion)
• Experience leading teams through change, supporting colleagues, building capability and recognising success
• Ability to build effective working relationships and influence others to improve services and performance
• Strong analytical skills, with the ability to critically analyse products and processes, see the bigger strategic picture, identify issues, solve problems and improve services
• Ability to identify new ways of working and apply good practice to improve and modernise services
• Customer outcome focused with the ability to drive improved performance across complex operational functions

Behaviours

We'll assess you against these behaviours during the selection process:

• Leadership
• Changing and Improving
• Managing a Quality Service
• Delivering at Pace

Benefits

Alongside your salary of £58,961, Department for Work and Pensions contributes £17,081 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

New entrants are expected to join on the minimum of the pay band.

Working for DWP will include benefits such as learning and development tailored to your role, an environment with flexible working options, a culture encouraging inclusion and diversity.

Annual Leave

23 days annual leave rising with service to 30 days, plus public holidays.

Flexi Time

Access to flexible working hours scheme will be available.

Hybrid Working

This role may be suitable for hybrid working, which is where an employee works part of the week in their DWP office and part of the week from home. This is a voluntary, non-contractual arrangement and your office will be your contractual place of work.

If a hybrid working arrangement is suitable for the role and for you, you will normally be required to spend a minimum of 60% of your contracted working hours from your DWP office.

If you have a disability, caring responsibilities, or other circumstances that may affect your ability to meet the minimum office attendance requirement, please discuss this with us using the contact details in this advert.

Working Hours

The Department’s contracted working hours are:

• Monday to Friday: 07:45 to 20:00
• Saturday: 08:45 to 17:00

Employees are contracted to work a set number of hours per week within these timeframes.

• For full-time employees, this is 37 net hours per week (equivalent to 42 gross hours, including meal breaks).
• For part-time employees, the number of hours will be proportionally less, based on their contract.

Employees are expected to work the full number of hours for which they are contracted.

See the Candidate Pack for more of the benefits available to as a Civil Servant.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.

Eligibility

Visa Sponsorship

Please note that for these vacancies we recommend that applicants seek specialist advice on their eligibility for Visa Sponsorship (if applicable) when considering whether to apply for any role.

We can never guarantee sponsorship, requests will be considered in line with the relevant DWP guidance and Home Office policy in place at the time.

Location

Applicants should only apply for roles where they can reasonably commute to and from their selected home office location daily.

Selection Process Details

As part of the application process, you will be asked to submit a CV and 1250-word Personal Statement.

Important Information Regarding Anonymisation​

When completing your application form, CV and personal statement you must remove any personal details that could be used to identify you. This includes name and contact details which might usually appear on a CV or personal statement.

Failure to do so will result in your application being withdrawn.

Personal Statement

Write an evidence-based statement demonstrating your suitability for the role, reflecting on the essential criteria outlined in the Job Description.

Your evidence-based statement should be no longer than 1250 words. Avoid generalised claims – focus instead on specific examples that highlight your achievements. For each example, explain the context, the challenges you faced, the actions you took, and the outcomes you achieved.

Sift

The sift panel will assess your evidence-based statement to evaluate your experience, skills, and knowledge against the essential criteria outlined in the job advert. To progress to the next stage of the application process, you must provide clear and sufficient evidence demonstrating how you meet these criteria.

If we receive a high volume of applications, an initial sift may be conducted using the lead criterion:

• Experience leading teams across different locations, including remote or hybrid teams, while creating an engaging and supportive working environment

CV

Your CV is for reference/context only and is not scored, put the main content of your evidence and skills in your personal statement.

Interview

The interview will assess your behaviours and strengths.

A 10 minute presentation will also be assessed. You will be advised of the subject in advance of the interview to allow you to prepare.

For the purposes of the selection process, the Lead Behaviour will be Leadership.

Your interview will be conducted by video (MS Teams).

See the Personal Statement Guidance and Candidate Pack attachments for full details of the application and selection process.

Approximate campaign timeline:

Sift Period: 17 - 24 November 2026

Interviews: 14 December 2026

Results/Offers: From 17 December 2026

Security & ID Checks: January/February 2026

Start Dates: From February 2026

Sometimes we might decide to invite all candidates straight to interview without assessing the written application evidence, therefore sift and interview dates are subject to change.

Provisional Offer of Employment

If you receive a provisional offer of employment, please note that the pre-employment checking process can take up to 8 weeks for external candidates. (Refer to the candidate pack for details regarding the required documentation.)

In some cases, a conditional offer may be made. This means you could begin your role before all checks are completed. However, if any of the outstanding checks are unsuccessful, your employment may be terminated.

Further Information​

At the Department for Work and Pensions (DWP) we value diversity and inclusion and actively encourage and welcome applications from everyone, including those that are underrepresented in our workforce.

Find out more about working for DWP on the DWP Careers Hub.

Reserve List

A reserve list may be held for a period of 3 months from which further appointments can be made.

If you are placed on a reserve list but we cannot immediately offer you a post, please note:

• If you are later offered the role you applied for, in a location you have expressed a preference for, and you decline the offer or are unable to take up the post within a reasonable timeframe you will be withdrawn from the campaign and removed from the reserve list, other than in exceptional circumstances (e.g. a contractual Part Time Working Pattern cannot be accommodated in the initial role offered or in cases of serious ill health).
• If DWP makes an offer of an alternative role or location to that which you originally applied for, and you decline that offer, you will be able to remain on the reserve list.

Disability Confident Scheme

If high application volumes are received, the benchmark for candidates to proceed to the next stage may be raised. In line with our commitment to the Disability Confident Scheme (DCS), we aim to advance all candidates applying under the DCS who meet the minimum standard. However, we may only progress those candidates who best meet the required standards.

Reasonable Adjustments

We consider visible and non-visible disabilities, neurodiversity or learning differences, chronic medical conditions, or mental ill health. Examples include dyslexia, epilepsy, autism, chronic fatigue, or schizophrenia.

If you need a change to be made so that you can make your application, you should contact the Government Recruitment Service via DWPRecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.

Complete the “Reasonable Adjustments” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

Integrity, plagiarism and Civil Service Principles

The Civil Service values honesty and integrity and expects all candidates to abide by these principles.

Please ensure that all examples provided in your application are taken directly from your own experience and that you describe the examples in your own words.

Examples of plagiarism can include:

- Presenting the work, ideas and experience of others as your own

- Copying content or answers from an online or published source that is not your own

Disclosure and Barring Service and Internal Fraud Database Checks

To process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service or Disclosure Scotland on your behalf. However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.

For further information on the Disclosure Scotland confidential checking service telephone: the Disclosure Scotland Helpline on 0870 609 6006 and ask to speak to the operations manager in confidence, or email Info@disclosurescotland.co.uk

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment. A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.

If successful and transferring from another Government Department, a criminal record check will be carried out.

Important

New entrants are expected to join on the minimum of the pay band.

Before applying for this vacancy, current employees of DWP should check whether a successful application would result in changes to their terms & conditions of employment, e.g. mobility, pay, allowances. If you are a current employee and are successful you must be able to be released from your current post within four weeks.

Those on protected TUPE/ COSoP terms and conditions applying on promotion or voluntary permanent level move will adopt DWP’s Terms and Conditions and this may have a different impact on pay and allowances. Please review this prior to acceptance of a role.

Civil Servants that would transfer into DWP from other government organisations, following successful application, will assume DWP's terms & conditions of employment current on the day they are posted, unless DWP has stated otherwise in writing. Accepting a post will be taken to mean acceptance of revised terms & conditions.

Civil Servants applying on promotion will usually be appointed to the salary minimum or within 10% of existing salary.

Any move to DWP from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may, however, be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at the Childcare Choices Website.

Feedback

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a basic (or equivalent) criminal record check.People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : Anna Glover-Martin
• Email : Anna.GloverMartin@dwp.gov.uk

Recruitment team

• Email : dwprecruitment.grs@cabinetoffice.gov.uk

Further information

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. If you feel your application has not been treated in accordance with these principles and you wish to make a complaint, you should in the first instance contact DWP by email: HR.BUSINESSASSURANCE@DWP.GOV.UK.
If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission. Click here to visit the Civil Service Commission.

Attachments

481620 - Candidate Pack Opens in new window (pdf, 1020kB)Personal Statement & Interview Guidance Opens in new window (docx, 49kB)DWP Terms and Conditions January 2024 Opens in new window (docx, 17kB)Success-Profiles-Candidate-Overview Opens in new window (pdf, 635kB)