Child Maintenance Service - Accuracy Workgroup Leader
Our mission is to ‘get money to children’ because it makes a real difference to children’s lives.
Child Maintenance Service is not only undergoing a significant period of change as we drive forward our transformation agenda, but in tandem, we continue to deliver a politically significant and fundamentally crucial service to millions of separated families around the country who depend upon the work we do.Our story over the last two years is one of impressive progress and improvement.
Despite the progress we’ve made, we are unashamedly ambitious about what more we can achieve and the difference we can make for the families who need us. Child Maintenance Service is an amazing place to work. Walk into any one of our service centres and you will be overwhelmed by the passion and commitment that our people have for supporting our customers.
Child Maintenance Service (CMS) is undergoing significant transformation with an ambition to deliver a quality service for our customers. To support this, we have established a new ‘Customer Resolution & Assurance Team’ to draw together insight and learning and facilitate quality and accuracy across our operational teams through the development of a national Quality Strategy.
Ensuring we make accurate and timely decisions and identifying and addressing coaching needs is crucial. The Tier 1 Accuracy Assurance Team sits within the Customer Resolution & Assurance Team and provides a service to CMS Operations by delivering a flexible accuracy assurance strategy.Operating as a national team across our 8 CMS Service Centres, their primary role is to assure decisions within that strategy that could negatively impact the >1% error rate annual target set by National Audit Office. The team also works closely with operational colleagues and internal and external delivery partners and provides coaching and feedback to support learning, preventing future errors and improving our customer experience.
With a review of our supporting functions underway, and the development of a new overarching Quality Strategy, this is an exciting time to join our Tier 1 Accuracy Assurance Team.
The role will include, but is not limited to, the following key tasks:
- Line Management and effective leadership of a team of Tier 1 Executive Officer (EO) accuracy assurers who may be geographically dispersed across multiple sites.
- Effective leadership, management, motivation and development of your teams, providing a clear focus on priorities and empowering your people to succeed by creating an inclusive working environment promoting good decision making.
- Responsibility for maximising your own development and that of your team, including keeping abreast of system Sprints and upgrades, creating a culture where good performance is praised, and poor performance is challenged/addressed.
- Continuously improving the provision of the service Tier 1 provides, ensuring a joined-up approach with operations, partners and stakeholders.
- Managing the flow of Tier 1 quality assurance work and coaching enquiries to ensure timeliness of feedback to the business.
- Working across the national team to ensure calibration sessions are effectively held and ensuring feedback is consistent and meets standards.
- Developing an in-depth knowledge of site and service line performance, analysing trends to support operational learning and improvements to accuracy levels.
- Working closely with Operational Leaders, attending performance / buzz meetings regularly to communicate quality results and to promote initiatives, ensuring they land effectively and improve service.
- Using process / procedural knowledge to identify, investigate and escalate emerging issues which could impact on accuracy, and the customer experience.
- An active member of the Tier 1 Accuracy Assurance leadership team, supporting the CMS Quality Strategy, embedding a coaching culture to improve quality / service.