Child Maintenance Service - Case Query Support Senior Leader

Family separation is never easy. The Child Maintenance Service helps parents, who are unable to make a private financial agreement in support of their child(ren)’s living costs, ensure and at times enforce, the legal responsibility to provide financial support. Our mission is to ‘get money to children’ because it makes a real difference to children’s lives.

Child Maintenance Service (CMS) is not only undergoing a significant period of change as we drive a crucial transformation agenda, but in tandem, we continue to deliver a politically significant and fundamentally crucial service to millions of separated families around the country who depend upon the work we do. Our story over the last two years is one of impressive progress and improvement. Despite the progress we’ve made, we are unashamedly ambitious about what more we can achieve and the difference we can make for the families who need us.

Child Maintenance Service is an amazing place to work. Walk into any one of our service centres and you will be overwhelmed by the passion and commitment that our people have for supporting our customers. This is a high profile role within a fast paced, changeable and demanding environment.

Responsibility for leading the Case Query Support National Team in:

• Providing effective national leadership for geographically dispersed CQS teams.
• Effective leadership, management, motivation and development of their teams, providing a clear focus on priorities and empowering their people to succeed by creating an inclusive working environment promoting good decision making.
• Continuously improve the provision of the service CQS provide, ensuring a joined up approach with operations, digital partners and key stakeholders in design.
• Take responsibility for maximising own development and that of the national team, creating a culture where good performance is praised and poor performance is challenged/addressed
• To identify and implement processes to enable caseworkers, team leaders and Case Query Support to resolve queries at the earliest point in the process
• Be an integral member of the team. Working closely with colleagues to lead, support and influence the national strategy, design, development and implementation of changes, identifying, highlighting and resolving new issues.
• Ensuring appropriate and robust Management Information and reporting is in place on incident levels and incident reasons/content
• Leading the team to analyse incident trends and volumes to identify caseworker education, and alternate ways of working to reduce incident volumes
• Working closely with internal and external stakeholders and suppliers such as LSS (service management) and TCS/HPES to resolve issues at the earliest opportunity.
• Working closely with Operations to identify ways to reduce telephone queries and share best practice
• Ensuring procedures and materials are updated to reflect education delivery
• Develop robust and achievable plans to deliver improvements on incident processing
• Attending case conferences to provide support with co-ordinating any actions the Business are required to complete.
• Providing on site user education including delivery of overviews.