Child Maintenance Service: Case Query Support Team Leader

Case Query Support (CQS) provide assistance and technical direction on all caseworker issues with Child Maintenance Service (CMS) to ensure case progression, also addressing knowledge gaps in system processes and procedures. Their aim is to reduce the number of queries raised, which adversely impact the service we provide to customers, by identifying trends and developing changes to processes and procedures that will improve outcomes and reduce system issues.

The job holder enables CQS Analysts by leading and providing proactive support / triage as part of the CQS team.

Case Query Support Team Leader Roles and Responsibilities include:

• Provide effective leadership for a team of CQS analysts.
• Effective leadership, emotionally aware, enabling the team to be innovative, adaptable and flexible. Management, and development of their teams, providing a clear focus on priorities and empowering their people to succeed by creating an inclusive working environment promoting good decision making and problem solving.
• Continuously improve the provision of the service CQS provide, ensuring a joined up approach with Business as Usual Incident processes.
• Take responsibility for maximising own development and that of the team, creating a culture where good performance is praised and poor performance is challenged/addressed.
• To identify and implement processes to enable caseworkers, team leaders and Case Query Support to resolve queries at the earliest point in the process.
• Be an integral member of the team, working closely with colleagues to lead, support and influence the national strategy, design, development and implementation of changes, identifying, highlighting and resolving new issues.
• Ensuring appropriate and robust Management Information and reporting is in place on incident levels and incident reasons/content.
• Leading the team to analyse incident trends and volumes to identify caseworker education, and alternate ways of working to reduce incident volumes.
• Working closely with internal and external stakeholders and suppliers such as Live Service Support (service management) and digital colleagues.
• Working closely with Operations to identify ways to reduce telephone queries and share best practice.
• Ensuring procedures and materials are updated to reflect education delivery.
• Develop robust and achievable plans to deliver improvements on incident processing.
• Attending case conferences to provide support with coordinating any actions the Business are required to complete.
• Providing on site user education including delivery of overviews.
• Support transformation programme and channel optimisation in reaching its business objectives.

Please note:

• Some travel to other CMS sites may be required.
• You must be able to work a minimum of 34 hours per week.