Child Maintenance Service - Operations Team Leader

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.

Take a look at the DWP you tube channel to find out morehttps://youtu.be/DwG6S1XQy2Y

Job description

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

We’re looking for passionate leaders who are committed to delivering outstanding customer service. You’ll need to be adaptable and resilient, capable of making sound decisions, and confident in driving and implementing change in a high-profile, fast-paced environment.

As a Team Leader, you will lead a team of caseworkers (circa 12 - 14) and play a vital role in the success of CMS. Your leadership will be instrumental in achieving our core mission: ensuring that children receive the financial support they deserve.

What will I be doing?

• Leading, managing and developing a team in its contribution to the achievement of CMS objectives, coaching and providing clear direction and support in the development and delivery of outcomes, increasing capability and performance.
• Leading a team with accountability for managing workloads, effectively managing workforce resources, prioritising and addressing any risks to ensure performance targets and customer objectives are met.
• As a people manager you will support wellbeing across your team, manage attendance and conduct regular coaching reviews, confidently addressing risks to performance.
• You will be an excellent communicator with the ability to motivate and develop your team, providing a clear focus on priorities and empowering others to succeed.
• You will investigate and resolve escalated customer queries, dealing directly with customers both verbally over the telephone and in writing.
• You will build, manage and maintain key relationships to ensure operational effectiveness.
• Take responsibility for the continuous improvement of the provision of service, putting the client at the heart of everything you do.

Supporting Candidates Live Events

We’ll be hosting a webinar session led by current CMS colleagues, who will share insights into the Team Leader 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. The 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 Team Leader Webinar: Tuesday 27 January 2026 at 12 pm

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:

• Effective leadership skills and the ability to build capability within your team. (Lead Criteria)
• The ability to build good relationships and credibility with a range of colleagues and stakeholders, demonstrating strong engagement skills.
• Be accountable for your team's performance and actions, being proactive via coaching to address problems and improve where necessary.
• Excellent written and oral communications skills using a variety of methods including digital and telephony.
• Strong organisation skills allowing flexibility to deliver against competing and challenging deadlines, priorities and targets.
• Sound and confident decision-making ability.
• A flexible approach and the ability to work using your own initiative, in a proactive manner and as part of a team.

Behaviours

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

• Leadership
• Delivering at Pace
• Managing a Quality Service
• Making Effective Decisions

Benefits

Alongside your salary of £32,137, Department for Work and Pensions contributes £9,310 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

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

Eligibility

Visa Sponsorship

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 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.

Location

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

Training

During the initial 11 weeks of your employment, you must attend full-time (42 hours per week), 100% office-based training. This will be immediately followed by a 3-month consolidation period, which will also be office based.

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.

As part of the application process, you will be asked to submit a CV and 1000-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 1000 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: Effective leadership skills and the ability to build capability within your team. Candidates who pass this initial sift may either proceed to a full sift or be invited directly to interview.

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.

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: 3 - 13 February 2026

Interviews: 26 February - 6 March 2026

Results/Offers: 11 March 2026

Start Dates: April - May 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

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service 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.

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.

DWP takes development seriously. Our aim is for our colleagues in these roles to be appropriately skilled and qualified – as determined by the business. To support this aim you may be required to undertake a work based qualification, which may be in the form of an apprenticeship, which will support you in further developing your professional knowledge and skills for this role and your future career development. The qualification can be undertaken in work time, you agree to take this job on the basis that you may be required to undertake a work based qualification; a candidate’s failure to participate fully in the professional programme, once appointed, may be a breach of their employment contract.

Important

If you hold a level 3 qualification (2 A levels or equivalent) then please bring your certificates with you to the interview if you have them.

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

Security

Successful candidates must undergo a 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 : Jamie Rasmussen
• Email : jamie.rasmussen@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

EO Team Leader VN443949 Candidate Pack Opens in new window (pdf, 1070kB)Personal Statement Guidance Opens in new window (docx, 52kB)DWP Terms and Conditions January 2024 Opens in new window (docx, 17kB)Success-Profiles-Candidate-Overview Opens in new window (pdf, 635kB)