Child Maintenance Service - Applications and Maintenance Process and Change Lead

Birkenhead, Dudley, Falkirk, Hastings, Leicester, Newcastle-upon-Tyne, Plymouth

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.

Job Description

CMS is looking to fill a Process & Change Lead role within the Applications and Maintenance Operational area of our business. Operational leaders are accountable for creating an environment to support the flexible, effective, personalised delivery of customer services, quality and performance across teams. They provide leadership and effective use of resource to ensure performance targets and customer objectives are met. We are looking for someone who is proactive, flexible and versatile and who will help us deliver excellent customer service, make sound decisions, implement change and lead others. They will drive people engagement, setting high standards for people leadership throughout the business, inspiring colleagues through periods of change, communicating and embedding change, whilst transforming performance.

Key Tasks Include, But Are Not Limited To:

• Leading on business change activity within Applications and Maintenance (A&M), identifying, developing, and implementing positive changes to benefit customers, caseworkers and performance.
• Working with operational product leads within A&M to give direct support for change and drive continuous improvement.
• Supporting Modernisation leads to fully scope change, assessing and mitigating business impact to best land and embed change with our colleagues.
• Working closely with Design and Digital stakeholders to prioritise changes to the CMS 2012 system, ensuring the right stakeholders are involved at all stages.
• Working with stakeholders to assure, quantify and assess benefits realised from business changes.
• Supporting the Senior A&M Process & Change Lead with planning and arranging regular calls with Senior Leadership Team (SLT), communicating initiatives and establishing specific areas of responsibility.
• Support coordination of Firelighters across CMS, ensuring timely communications, support and upskilling are provided.

CMS is looking to fill a Process & Change Lead role within the Applications and Maintenance Operational area of our business. Operational leaders are accountable for creating an environment to support the flexible, effective, personalised delivery of customer services, quality and performance across teams. They provide leadership and effective use of resource to ensure performance targets and customer objectives are met. We are looking for someone who is proactive, flexible and versatile and who will help us deliver excellent customer service, make sound decisions, implement change and lead others. They will drive people engagement, setting high standards for people leadership throughout the business, inspiring colleagues through periods of change, communicating and embedding change, whilst transforming performance.

Key Tasks Include, But Are Not Limited To:

• Leading on business change activity within Applications and Maintenance (A&M), identifying, developing, and implementing positive changes to benefit customers, caseworkers and performance.
• Working with operational product leads within A&M to give direct support for change and drive continuous improvement.
• Supporting Modernisation leads to fully scope change, assessing and mitigating business impact to best land and embed change with our colleagues.
• Working closely with Design and Digital stakeholders to prioritise changes to the CMS 2012 system, ensuring the right stakeholders are involved at all stages.
• Working with stakeholders to assure, quantify and assess benefits realised from business changes.
• Supporting the Senior A&M Process & Change Lead with planning and arranging regular calls with Senior Leadership Team (SLT), communicating initiatives and establishing specific areas of responsibility.
• Support coordination of Firelighters across CMS, ensuring timely communications, support and upskilling are provided.

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 The Following:

• You can drive performance and service improvement, have a passion for leading and driving change; you demonstrate resilience to overcome difficulties by taking ownership for resolving issues. (Lead Criteria)
• You have excellent people and communication skills with the ability to build strong relationships with external stakeholders and colleagues.
• You have excellent planning and organisational skills, managing multiple and multi-faceted activities simultaneously.
• You can understand differing perspectives whilst being confident in negotiating to achieve quality outcomes.
• You can understand and engage with change and inspire the buy-in from colleagues, encouraging discussion, initiative, and ideas in support of the long term DWP vision.
• You have knowledge of project lifecycles and experience of driving continuous improvement.

Desirable

• You can effectively monitor performance, have sound analytical skills, and the ability to effectively interpret and use management information to deliver against performance objectives while maintaining quality.
• You have an expert working knowledge of Child Maintenance System and working across a multi-channel environment.

Behaviours

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

• Changing and Improving
• Leadership
• Communicating and Influencing
• Seeing the Big Picture

Alongside your salary of £38,772, Department for Work and Pensions contributes £11,232 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 For these vacancies, we strongly recommend that applicants consult with an immigration specialist or qualified advisor to assess their eligibility for Visa Sponsorship before deciding to apply. Please note that while we consider sponsorship requests in accordance with current DWP guidance and Home Office policy, sponsorship cannot be guaranteed.

Location Applicants should only apply for roles where they can reasonably commute to and from their selected home office location daily . Please note that for candidates requesting to work in Newcastle, this role will be based at Benton Park View and then at 1 Pilgrim Place in Newcastle city centre by the end of 2027.

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 for more information on appropriate and inappropriate use.

Selection process details This vacancy is using Success Profiles, and will assess your Behaviours, Strengths and Experience. As part of the application process, you will be asked to submit a CV and 1250-word Personal Statement. Further details around what this will entail are listed on the application form.

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 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: You can drive performance and service improvement, have a passion for leading and driving change; you demonstrate resilience to overcome difficulties by taking ownership for resolving issues. 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 Changing and Improving . 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: 27th January - 3rd February 2026 Interviews: 16th - 17th February 2026 Results/Offer: 20th February 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.

Reserve List A reserve list may be held for up to 3 months, during which further appointments can be made. If Your Application Is Successful But We Are Unable To Offer You a Post Immediately, You May Be Placed On This Reserve List.

Please Note The Following: If you are offered the role you originally applied for, in a location you selected as a preference, 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, except in exceptional circumstances*. If DWP offers you an alternative role or location that differs from your original application and you choose to decline, you will remain on the reserve list. Exceptional circumstances may include, for example, where a candidate has requested a contractual part-time working pattern that cannot be accommodated in the initial role offered, or in cases of serious ill health. All further appointments from the reserve list will be made in merit order.

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/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 Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading. For further information on the Disclosure Scotland confidential checking service telephone: the Disclosure Scotland Helpline on 0870 609 6006 and ask to speak to the operations manager in confidence, or email Info@disclosurescotland.co.uk

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. Please note that for candidates requesting to work in Newcastle, this role will be based at Benton Park View and then at 1 Pilgrim Place in Newcastle city centre by the end of 2027.

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.

Feedback Feedback will only be provided if you attend an interview or assessment. This vacancy is using Success Profiles, and will assess your Behaviours, Strengths and Experience.

Security Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard 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) 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

Working for the Civil Service The Civil Service Code 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. 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.

The Civil Service Code 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. 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 and the Civil Service Diversity and Inclusion Strategy. This vacancy is part of the Great Place to Work for Veterans initiative. The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction.

Read more about prison leaver recruitment. 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 : Edward Locock Email : edward.locock@dpw.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.