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 The Child Maintenance Service (CMS) is offering exciting opportunities for motivated individuals to join us as Customer Insight and Analysis Officers. The Customer Insight function is responsible for gathering, analysing and communicating customer feedback to improve services and customer outcomes.
As a Child Maintenance Insight and Analysis officer, you will act as a key link between customers, operational teams and senior leaders, ensuring that the customer voice is embedded throughout the organisation.
You will capture and analyse feedback from a range of sources, including customer surveys, complaints, compliments, focus groups and operational engagement. Through data analysis, customer journey mapping and evidence-based recommendations, you will identify opportunities to improve the customer experience and support continuous improvement across CMS.
This role requires strong analytical skills, an ability to translate complex information into meaningful insight, and the confidence to influence stakeholders at all levels. You will use customer feedback and operational data to identify themes and emerging trends, helping leaders better understand the impact of policies, processes and service delivery on customers.
Your work will play a vital role in ensuring customer experiences directly inform business planning, transformation activity and strategic decision-making, helping CMS deliver its core mission of securing financial support for children.
What will I be doing? - Capture, gather and analyse customer feedback from a range of sources, including surveys, complaints, compliments, focus groups and operational insight.
- Administer, manage and evaluate customer satisfaction surveys and other feedback mechanisms.
- Analyse qualitative and quantitative data to identify themes, trends, emerging issues and areas for improvement.
- Produce high-quality reports, dashboards and presentations that support evidence-based decision-making.
- Translate complex customer feedback into clear, compelling insights and recommendations for stakeholders.
- Combine customer insight with operational and performance data to provide a holistic view of the customer journey.
- Develop and maintain customer journey maps to identify key customer touchpoints and critical moments that matter.
- Identify customer pain points, barriers and service challenges, recommending practical improvements.
- Monitor customer satisfaction measures and evaluate the impact of service, policy and process changes.
- Present customer insight and strategic recommendations to senior leaders and executive stakeholders.
- Collaborate with operational, policy, digital and change teams to drive customer-focused service improvements.
- Champion the customer voice across the organisation, ensuring customer experiences inform business planning, transformation activity and strategic decision-making.
Person specification Essential Criteria Your personal statement will be assessed against the following essential criteria. Please ensure you provide
specific, evidence-based examplesthat clearly demonstrate how you meet each one.
Candidates should be able to demonstrate:
- Proven analytical skills and experience, with the ability to interpret complex qualitative and quantitative data, identify trends and actionable insights, and use evidence-based recommendations to improve customer experience. (Lead Criteria)
- Excellent attention to detail, with the ability to ensure accuracy in data analysis, reporting and insight products, whilst understanding how policies, processes and procedures influence customer outcomes and data trends.
- A strong understanding of CMS customer journeys and the ability to develop and utilise customer journey maps to identify pain points, opportunities and areas for service improvement.
- Strong organisational and prioritisation skills, with the ability to manage a varied workload, adapt to changing business needs, and deliver high-quality results to tight deadlines in a fast-paced environment.
- Proactive and self-motivated, with the ability to work independently and collaboratively as part of a team to deliver priorities and achieve results.
- Strong communication and stakeholder management skills, with the ability to build effective relationships and present complex insights, findings and recommendations clearly to a range of audiences, including senior leaders.
- An intermediate working knowledge of Microsoft Excel and Microsoft PowerPoint, including the ability to analyse data and present findings effectively.
Desirable Criteria - Experience using Power BI and generative AI tools.
- CMS operational experience
Behaviours We'll assess you against these behaviours during the selection process:
- Communicating and Influencing
- Making Effective Decisions
- Delivering at Pace
- Managing a Quality Service
Benefits
Alongside your salary of 32,137, Department for Work and Pensions contributes 9,310 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 intelligenceArtificial 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 that these vacancies are not currently eligible for new applications for Visa Sponsorship on the Skilled Worker route, for any candidates who do not currently have permission to be in the UK as a Skilled Worker where they were sponsored before 4 April 2024, even if relying on tradeable points (including the new entrant tradeable points option) as they are not included in the published Immigration Salary List . click apply for full job details
