Child Maintenance Service Telephony Caseworker - Dudley

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.

This is a telephony focused role at the heart of our busy Service Centre. As a valued member of a supportive and welcoming team, you will play a key part in delivering excellent customer service primarily through inbound and outbound telephone contact. The role is fast paced, rewarding, and central to supporting parents and families across the UK.

While you will occasionally support customers digitally, the core and essential requirement of this role is telephony work. This involves spending the majority of your working day handling telephone calls while using a headset, managing conversations professionally, and resolving customer queries in real time. There are no alternative non-telephony deployment options within this role.

We are committed to creating an inclusive workplace and will consider workplace adjustments to support colleagues to deliver all aspects of the telephony role.

• Make and receive a high volume of telephone calls in a contact centre environment while wearing a headset, providing clear, accurate and compassionate support to customers.
• Address a wide range of telephony queries, completing any follow‑up actions and escalating cases appropriately, often managing multiple tasks at once.
• Handle sensitive or challenging conversations with professionalism, resilience and empathy.
• Support online customers digitally when required (these are secondary to telephony responsibilities).
• Manage your own caseload, balancing multiple priorities in a fast‑paced environment.
• Provide high‑quality customer service, ensuring information given is accurate, timely and easy to understand.
• Gather information from various sources to make accurate calculations and decisions regarding liability to pay child maintenance, inputting information precisely into internal IT systems.
• Negotiate child maintenance arrangements and payment plans in line with legislation and guidance.
• Secure payments and clearly explain the consequences of non‑payment.
• Take appropriate enforcement actions where required.

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.

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.