Child Maintenance Service - Head of Service for Enforcement

Job description

Job summary

As the UK governments 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 childs living costs. Our mission is simple: to get money to children, because it makes a real difference in their lives.

While weve 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 youll 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

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.

The successful candidate will be responsible for the following 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). In a complex and fast paced environment, you will 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. You will be influential in shaping the strategic direction of the Child Maintenance Service, communicating our vision and priorities clearly to colleagues through the CMS Story. You will support digital transformation, improve efficiency and customer outcomes, and help design and implement a new operating model that supports the DWP 2030 Strategy.
• Through visible leadership you will build an engaged, inclusive and high-performing culture. You will support and develop colleagues, encourage continuous improvement and lead teams effectively across multiple locations and remote working environments.
• This role supports teams across the UK. Youwill be expected to travel frequently and stay overnight.
• You will be accountable for the Enforcement service and will develop your expertise in this area. Over time, you will use your knowledge to respond to enquiries from ministers, Members of Parliament, customer representation groups and Freedom of Information requests. The role includes management of outsourced partnerships with external suppliers. You will also have responsibility for the Financial Investigations Unit, CMSs first line of defence against mis-representation of income and fraud. You will set expectations and role model best practice cutting across the Operational Delivery, Debt and Counter-Fraud professions.
• You will report to the Deputy Director and be a member of the Senior Leadership Team. You will work closely with other senior leaders across CMS and DWP, including colleagues in Policy, Digital, Service Delivery Optimisation and Human Resources. You may also 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.

Candidates should be able to demonstrate:

• 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. You will deliver strong performance outcomes and create excellent customer experiences timeously and accurately, while demonstrating resilience. (Lead Criterion)
• 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. You can 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 with 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. You can 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. You actively promote equality, diversity, and inclusion and create a learning culture that provides opportunities for all.

Desirable Criteria

• Experience of leading legal enforcement operations, including engagement with courts, debt enforcement agents, financial and fraud related investigations.

Behaviours

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

• Leadership
• Managing a Quality Service
• Changing and Improving
• Making Effective Decisions

Benefits

Alongside your salary of 75,026, Department for Work and Pensions contributes 21,735 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 Departments 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.

• Forfull-time employees, this is37 net hours per week(equivalent to42 gross hours, including meal breaks).
• Forpart-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 thatforthesevacancieswe 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 guaranteesponsorship,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 theycan 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 criteriaoutlined 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:

• 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. You will deliver strong performance outcomes and create excellent customer experiences timeously and accurately, while demonstrating resilience.

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 yourbehaviours 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: 6 - 16 October 2026

Interviews: 9 November 2026

Results/Offers: From 13 November 2026

Security & ID Checks: Nov/Dec 2026

Start Dates: Dec 2026/Jan 2027

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 to8 weeksfor external candidates. (Refer to the candidate pack for details regarding the required documentation.)

In some cases, aconditional offermay 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 [email protected] 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 youre 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 [email protected] 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 applicants 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 DWPs 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 the Civil 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 : Linda Harrison
• Email : [email protected]

Recruitment team

• Email : [email protected]

Further information

Appointment to the Civil Service is governed by the Civil Service Commissions 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: [email protected]. 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 478367 - Candidate Pack Opens in new window (pdf, 1062kB) 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)