Overview

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.

Role summary

The National Bailiff SPOC is a specialist role, and the successful candidate will be responsible for reviewing existing processes, resource, systems and making or overseeing changes to business infrastructure and when necessary, aligning with business priorities and requirements.

The National Bailiff SPOC supports colleagues in understanding their role in the wider business and clarifying the reasons behind company re-structure, change and implementation ensuring new processes land correctly and with fluidity.

Main responsibilities

• Be the first point of contact for escalation and welfare cases for CMS, DWP Contract Management Team (CMT) & Supplier.
• Identify and escalate queries and portal workflow issues in liaison with CMT & Supplier at pace to progress effective resolutions.
• Act as a point of contact between CMT, Supplier and CMS to raise and resolve security issues and complaints to bring them to a successful conclusion.
• Represent and promote CMS positively being aware of reputational damage at performance and adhoc meetings.
• Provide support, coaching and upskilling to CMS Enforcement colleagues for Supplier portal and case queries.
• Identify opportunities for innovation by recognising trends on data provided and communicate these to CMT to support and enable Change Requests to the contract to obtain maximum value for money.
• Collaborate, suggest and support implementation of internal (CMS Enforcement) positive changes to enable successful business continuity to deliver performance results & measurable improvements.
• Engage with other Government and external departments as appropriate.
• Download from Supplier portal for performance monitoring all data and adhoc case reports.
• Super User/ manage access for all CMS users - Add, remove, manage user access to supplier portal and maintain adhoc compliance checks, liaising with CMT as appropriate.
• Collaborate with CMT & Commercial Colleagues to communicate and support ongoing and future Business Requirements for current and future procurements.
• Work in conjunction with CMT to seamlessly support operational delivery of successful contract mobilisation and exit.
• Prepare briefings on Bailiff performance data to CMS senior leaders as appropriate.
• Compile weekly and monthly performance data and provide commentary on performance trends.
• Support partner relationships (face to face, Microsoft Teams) and feed into CMT’s Supplier Performance Review meetings providing operational perspectives and feedback.
• Support CMT to ensuring Suppliers adheres to all DWP policies and procedures, including quality and security.
• Provide 100% invoice validation.