Department for Work and Pensions (DWP)
Child Maintenance Service - Head of Service for Enforcement
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Job Description
This is an exciting time to be joining CMS as we continue with our ambitious programme of service modernisation. As Head of Service for Enforcement, you will have a critical role in providing strategic leadership with accountability for all aspects of service delivery, people plans and embedding significant change including digitalisation and demand deduction.
Key Tasks
- Lead and inspire a team of up to 1,000 colleagues across several locations through the direct management of Senior Operational Leaders (Grade 7).
- Lead workforce planning, resource deployment, capability development, and performance management to ensure high-quality services and achieve operational targets.
- Lead your teams through a period of significant change. Shape the strategic direction of the Child Maintenance Service, communicate our vision and priorities clearly to colleagues through the CMS Story.
- Support digital transformation, improve efficiency, and customer outcomes.
- Design and implement a new operating model that supports the DWP 2030 Strategy.
- Build an engaged, inclusive, and high-performing culture.
- Support and develop colleagues, encourage continuous improvement, and lead teams effectively across multiple locations and remote working environments.
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Responsibilities
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- Accountable for the Enforcement service and develop expertise in this area.
- Respond to enquiries from ministers, Members of Parliament, customer representation groups, and Freedom of Information requests.
- Management of outsourced partnerships with external suppliers.
- Responsibility for the Financial Investigations Unit, CMS’s first line of defence against mis-representation of income and fraud.
- Set expectations and role model best practice cutting across the Operational Delivery, Debt, and Counter-Fraud professions.
Reporting and Collaboration
- Report to the Deputy Director and be a member of the Senior Leadership Team.
- Work closely with other senior leaders across CMS and DWP, including colleagues in Policy, Digital, Service Delivery Optimisation, and Human Resources.
- May take on responsibility for supporting one of our Service Centres.
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.
Essential Criteria
- A strong track record of leading and inspiring large teams, typically 150 or more colleagues, across multiple locations in a service centre (multi-channel) environment. Deliver strong performance outcomes and create excellent customer experiences timeously and accurately, while demonstrating resilience.
- Ability to use Management Information (MI) and other data to identify trends, risks, and areas for improvement, and take action to improve performance.
- Excellent communication skills with proven experience and ability to influence and motivate people at all levels. Communicate clearly and confidently to a high standard with ministers, senior leaders, and colleagues.
- Experience of building effective relationships with a wide range of stakeholders, including ministers, senior leaders, colleagues, trade union, policy, digital, human resources, and external customer representation groups to enable successful outcomes.
- Experience of leading major change programmes, including improving digital services and achieving better outcomes for customers. Inspire colleagues, encourage innovation, and build commitment to organisational priorities and the DWP 2030 Strategy.
- A passion for building high-performing teams and creating an inclusive workplace. Promote equality, diversity, and inclusion, and create a learning culture that provides opportunities for all.
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