Social Security Scotland
Social Security Scotland
Social Security Scotland is an Executive Agency of the Scottish Government. In Scotland we have a number of devolved benefits, and it’s our responsibility to ensure that they are managed correctly and fairly, delivering those benefits to the 1.4 million people who rely on them.​ Our headquarters are in Dundee, with a second base in Glasgow. In the future our aim is to have teams helping deliver social security in communities up and down the country. Dignity, fairness and respect are at the core of everything we do. We demonstrate these values by making our work as transparent and accountable as possible.

Current vacancies

Disability Assistance Manager

  • Full time
  • £29,759 – £34,087
  • Dundee House, Dundee
  • Closing 25th February 2020

Overview

We are currently seeking applications for a number of Disability Assistance Managers within Social Security Scotland. This is a permanent and pensionable appointment and new entrants will normally start on the minimum of the pay range. Candidates with a disability who meet the essential criteria below will be invited to the assessments.

These posts sit within the Scottish Government's newly created Executive Agency, Social Security Scotland, and is an exciting opportunity to be at the forefront and development of our Disability Assistance services.

In September 2018, Social Security Scotland successfully began to administer the first wave of devolved benefits, with further benefits due to be delivered by the Agency as and when they come online. We believe that social security is a human right and we are working towards delivering a new Social Security system that ensures clients receive the financial support they need, whilst being treated with dignity, fairness and respect.

This is a key role and will evolve over time. The post holder will assist in the development and delivery of the agency's new disability benefits which go live in 2020. You will have responsibility for line managing a number of B1 Case Managers and you will use you the knowledge you have gained, as well as your previous decision making experience to support those staff with more complex cases. You will also be a champion for continuous improvement and making sure that the quality of decisions reached is of a high standard.

These posts are based in Dundee, although some travel to Edinburgh may be required.

Main Duties

As part of the Operational Delivery team, you will play a crucial role in providing a top quality service to the people of Scotland whilst maintaining the ethos that staff and clients must be treated with dignity, fairness and respect. The main duties include but are not limited to:

· Collaborate with the Social Security Programme to design, develop and deliver Disability Assistance benefits.

· Build and maintain strong relationships across the Agency and Directorate.

· Support Operations Managers by deputising on their behalf when required.

· Identify the best methods of delivering services.

· Provide leadership to new entrants to Social Security Scotland by embedding a supportive learning culture within the Agency.

· Use your experience to help make decisions in more complex cases.

· Work with colleagues to continuously improve the service we provide to the people of Scotland.

· Explain the outcome of applications to clients, in writing and on the telephone.

Essential Criteria

1. Experience of applying legislation and/or regulations, and interpreting medical evidence in a decision making environment.

2. Ability to work collaboratively across multi-disciplinary teams.

3. Ability to manage people and workloads in a fast paced, demanding environment.

4. Ability to communicate effectively, using a variety of communication methods, including verbal and written.

Provisional Dates for Sift and Interview

March 2020

Minimum Time in Post and Development Opportunities

The successful candidate will be expected to remain in post for a minimum of three years unless successful at gaining promotion to a higher Band or Grade.

Workshops

We will be running workshops to give further information on working at Social Security Scotland, our application process and the Disability Case Manager/Disability Assistance Manager role.

Please register at the link below:

eventbrite.co.uk/o/social-security-scotland-25414022527

Additional Information

Applicants must discuss their intention to apply with their current line manager to help ensure release dates can be agreed. A reserve list will be held for 12 months.

Shortlist

Disability Assistance Case Manager (Glasgow)

  • Full time
  • £25,367 – £28,341
  • High Street, Glasgow
  • Closing 25th February 2020

We are currently seeking applications for a number of Disability Assistance Case Managers within Social Security Scotland. This is a permanent and pensionable appointment and new entrants will normally start on the minimum of the pay range. Candidates with a disability who meet the essential criteria below will be invited to the assessments.

These posts sit within the Scottish Government’s newly created Executive Agency, Social Security Scotland, and is an exciting opportunity to be at the forefront and development of our Disability Assistance services.

In September 2018, Social Security Scotland successfully began to administer the first wave of devolved benefits, with further benefits due to be delivered by the Agency as and when they come online. We believe that social security is a human right and we are working towards delivering a new Social Security system that ensures clients receive the financial support they need, whilst being treated with dignity, fairness and respect.

These are important roles and will impact on how Social Security Scotland delivers these new services and is perceived by the people of Scotland. By making decisions on applications, you will need to consider whether enough evidence has been provided to make a robust and defendable decision and to be able to provide clear explanations to clients about the outcome of their application.

Main Duties

As part of the Operational Delivery team, you will play a crucial role in providing a top quality service to the people of Scotland whilst maintaining the ethos that staff and clients must be treated with dignity, fairness and respect. The main duties include but are not limited to:

·Provide feedback to colleagues within a supportive learning environment.

·Work with colleagues to continuously improve the service we provide to the people of Scotland.

·Assess applications for Disability Assistance and determine if you can make a decision at that stage, or if further evidence will be required.

·Explain the outcome of applications to clients.

·Summarise more complex cases when looking for input from Medical advisors.

Essential Criteria

1.Experience of considering legislation or using rules to reach a decision or conclusion.

2.Demonstrate resilience when dealing with challenging circumstances.

3.Ability to manage workloads in a fast paced, demanding environment.

4.Be able to communicate effectively.

Provisional Dates for Sift and Assessment

To be confirmed.

Minimum Time in Post and Development Opportunities

The successful candidate will be expected to remain in post for a minimum of three years unless successful at gaining promotion to a higher Band or Grade.

Workshops

We will be running workshops to give further information on working at Social Security Scotland, our application process and the Disability Case Manager.

Please register at the link below:

https://www.eventbrite.co.uk/o/social-security-scotland-25414022527

Dates for these are 31st January, 7th February, 13th February 2020

Additional Information

Applicants must discuss their intention to apply with their current line manager to help ensure release dates can be agreed.

In the event that one or more of the successful candidates is unable to take up the post or further posts are required, a reserve list of successful candidates will be kept for up to 12 months.

Shortlist

Operations Manager

  • Full time or Part time
  • £37,418
  • Dundee
  • Closing 25th February 2020

We are currently seeking applications for an Operations Manager within the Social Security Scotland agency based in Dundee. This is a permanent and pensionable appointment and new entrants will normally start on the minimum of the pay range. Candidates with a disability who meet the essential criteria below will be invited to the assessments.

We believe that social security is a human right and we are working towards delivering a new Social Security system that ensures clients receive the financial support they need, whilst being treated with dignity, fairness and respect.

The role offers the opportunity to lead and be part of a team who will be integral to Scotland’s new Social Security Agency

The opportunities in this role will vary; from leading and developing a team of Performance Managers, Team Managers and Client Advisers to providing day to day operational support to all staff. This role is suited to candidates who are energetic, enthusiastic, adaptable and lead by example.

This is an exciting time to be involved in the Social Security Agency’s start up, it is a key position allowing you to influence change and client experience within the agency. It involves a range of duties to ensure we provide an excellent service to Scotland’s citizens.

Qualifications Required

For jobs in Band B & C you must hold a minimum of 3 Highers or equivalent or alternative experience to the academic qualifications, for example experience gained in an operational or service delivery environment.

Other qualifications equivalent to these may also be acceptable, if you are in any doubt please contact to discuss.

Main Duties

• Participate and support operational policies, systems and processes to deliver social security

services in a manner which is efficient, represents value for money and puts the user

experience first.

• Participate and support development, coordination and delivery of training in these systems

and processes, alongside the agency ethos of dignity and respect.

• Participate and support the establishment of the fully functional social security services

operation of the agency, putting in place appropriate performance measures.

• Participate as a key member of the Operations team at key meetings, deputising for

Operational Leads.

• Work with the Social Security Programme to ensure that systems and processes in

development are able to deliver efficient and flexible operations in the future.

• The ability to influence, negotiate and collaborate effectively with senior colleagues and

internal stakeholders, in order to deliver positive outcomes and results.

Essential Criteria

1. Experience of managing a service delivery function in a front line customer service environment.

2. The ability to work with a high degree of autonomy and capable of setting clear operational objectives for your area, whilst supporting staff development in a fast paced and often changing environment.

3. Excellent interpersonal skills and an ability to build and maintain positive, credible and constructive engagement with a range of stakeholders.

4. Experience of working in a significant change project in an operational environment.

Further Information

To learn more about this opportunity, please contact 01312448500 or email the Social Security Agency who can be reached at SSAOpsResourcing@socialsecurity.gov.scot.

As part of this campaign we will be organising a series of events to offer support and advice on applying for this vacancy. Please see our Eventbrite page for dates and details.

Shortlist

Performance Manager (Glasgow)

  • Full time or Part time
  • £29,759 – £34,087
  • Glasgow
  • Closing 25th February 2020

We are currently seeking applications for a Performance Manager within the Social Security based in High Street, Glasgow. This is a permanent and pensionable appointment and new entrants will normally start on the minimum of the pay range. Candidates with a disability who meet the essential criteria below will be invited to the assessments.

We believe that social security is a human right and we are working to make sure that people get what they are entitled to. We believe that people should be able to get support when and where they need it and this is exactly the way we will approach the delivery of the assistance that is devolved. Social Security Scotland will be built with you – not for you. Together let's build a public service to be proud of.

The role offers the opportunity to manage and develop new teams in Scotland's new Social Security Agency. The development of our teams should focus on not only the 'what' but the 'how' in order to create an environment that blends human rights within all we do.

This position would be ideal for someone who is empathetic, consistently able to put clients first, easily able to build trust and rapport and oversee their teams' performance to be able to identify the best solution for each client contacting the Agency. You will be joining our organisation at an exceptionally exciting time working together with our team to develop our Agency. This will require you to be adaptable and flexible in your approach as our systems and structures are established and our business develops and grows.

This is a high-profile and exciting area, with continuing political, public and media interest. The Agency is split across two locations, between Dundee and Glasgow with the headquarters in Dundee.

As part of the end to end processing of operational delivery, this is an important role which may involve managing a range of duties to ensure that we provide an excellent service.

The successful candidates will oversee the front line management of their operational teams within the Social Security Agency and their performance with responsibility for managing Team Managers.

Qualifications Required

For jobs in Band B & C you must hold a minimum of 3 Highers or equivalent or alternative experience to the academic qualifications, for example experience gained in an operational or service delivery environment.

Main Duties

• Line manage, support and develop a cohort of Team Managers with counter-signing responsibility for Client Advisors.

• Build and maintain a constructive and encouraging team environment where your teams understand their contribution to the Agency.

• Act as a role model who will demonstrate commitment to making sure that enquiries are dealt with sensitively, appropriately and consistently.

• Ensuring Team Managers are investigating and handling complaints with due diligence and in accordance with our processes and procedures, acting as a point of escalation when required.

• Co-ordinate the delivery of our services by using available management information to plan and organise necessary resource to meet fluctuating business demands.

• Liaise with internal and external stakeholders to ensure minimal disruption from system issues and service releases by considering potential risks and impacts.

• Manage changes to policy and processes efficiently and constructively.

• Seek to find new solutions to improve business processes, quality and client satisfaction.

• Engage with the other functions to provide cross-area support to meet the business needs as and when required.

Essential Criteria

1. A clear focus on efficient and effective service delivery which meets clients' needs, gained in an operational or service delivery environment.

2. Proven line management experience and a track record of influencing teams to develop and reach their potential.

3. Involvement in driving continuous improvement for the benefit of stakeholders, staff and clients.

4. Experience of engaging with and developing staff to build resilience to handle change in in an environment which is evolving.

Further Information

To learn more about this opportunity, please contact 0131 244 8500 or email the Social Security Scotland Agency who can be reached on SSAOpsResourcing@socialsecurity.gov.scot.

As part of this campaign we will be organising a series of events to offer support and advice on applying for this vacancy. Please see our Eventbrite page for dates and details.

Shortlist

Client Advisor

  • Full time or Part time
  • £19,314 – £21,482
  • Dundee
  • Closing 25th February 2020

We are currently seeking applications for a Client Advisor within the Social Security Agency based in Dundee. This is a permanent and pensionable appointment and new entrants will normally start on the minimum of the pay range. Candidates with a disability who meet the essential criteria below will be invited to the assessments.

We are working towards delivering a new social security system that ensures clients receive the financial support they need, while being treated with dignity, fairness and respect. Social Security Scotland will be built with you – not for you. Together let’s build a public service to be proud of.

The Client Advisor role offers an exciting opportunity to work in new and developing teams that will be part of Scotland’s new social security agency. The role would be suited to candidates who are empathetic, can demonstrate excellent customer service and ensure client needs are met, while building trust and rapport, providing a positive experience for all who contact the agency.

Whatever your age, experience or background you’ll enjoy a comprehensive induction and training programme that will ensure you are confident and capable of fulfilling the duties required in your new job.

Main Duties

These are important roles within the agency which will involve a range of duties to ensure that we provide an excellent service to Scotland’s citizens.

Although individual Client Advisors are unlikely to be required to carry out all of the duties listed below, you will need to be adaptable and flexible as our systems and structures are established and the service we provide develops and grows.

The main duties are:

• Provide clients with accurate information in a warm and friendly manner which may be by telephone, face to face, email and online.

• Process applications for clients’ benefits.

• Inbox monitoring and management.

• Maintain correct and up-to-date client information.

• Quickly determine clients’ needs – work with the client to understand and identify needs.

• Handle sensitive and personal information in line with confidentiality rules.

• Carry out administrative tasks using computer systems to process; payments, client requests, updates and appointment booking.

• Work as part of a team to resolve or escalate customer queries and complaints.

• Support Team Managers and other team members in carrying out daily work activities and when new projects arise.

Essential Criteria

Please provide specific, evidence based examples of how you meet the essential criteria- you may wish to follow the STARR format (Situation, Task, Action, Result, and Reflection). You can find more information on STARR by reading the Additional Information section for this job or on our recruitment website at: socialsecurity.gov.scot/work-with-us.

1. This role requires the ability to manage challenging situations in a positive and constructive way. Tell us about the biggest challenge you’ve had to face. How did you cope with it?

2. This role requires the ability to communicate effectively with a diverse range of people. Give us an example of a time when you had to adjust your communication approach to suit a particular audience.

3. This role requires you to work well as part of a team, encouraging and supporting improvements to achieve a shared goal. Describe a situation where you played an important role as a member of a team. What did you do to positively contribute?

Further Information

To learn more about this opportunity, please contact the 01312448500 or email the Social Security Scotland agency who can be reached at SSAOpsResourcing@socialsecurity.gov.scot.

As part of this campaign we will be organising a series of events to offer support and advice on applying for this vacancy. Please see our Eventbrite page for dates and details.

Shortlist

Team Manager

  • Full time
  • £25,367 – £28,341
  • Dundee
  • Closing 25th February 2020

We are currently seeking applications for Team Managers within the Social Security Scotland based in Dundee. . This is a permanent and pensionable appointment and new entrants will normally start on the minimum of the pay range. Candidates with a disability who meet the essential criteria below will be invited to the assessments.

We are working towards delivering a new social security system that ensures clients receive the financial support they need, while being treated with dignity, fairness and respect. Social Security Scotland will be built with you – not for you. Together let’s build a public service to be proud of.

The opportunities in this role may vary; from leading and developing a team of Client Advisors to providing day to day operational support to all staff. This role is suited to candidates who are energetic, enthusiastic, have a passion for customer service, are adaptable and lead by example.

This is an exciting time to be involved in the Social Security Agency’s start up, it is a key position allowing you to influence change and client experience within the agency.

Qualifications Required

For jobs in Band B & C you must hold a minimum of 3 Highers or equivalent.

Other qualifications equivalent to these may also be acceptable, if you are in any doubt please contact to discuss.

Please note: If you fail to demonstrate how you meet the minimum qualifications as stated above, your application will be automatically sifted

out.

Main Duties

These are important roles within the Agency which will involve a range of duties to ensure that we provide an excellent service to Scotland’s citizens.

You will need to be adaptable and flexible as our systems and structures are established and the service we provide develops and grows.

The main duties are:

• Line manage, support and develop a cohort of Client Advisors.

• Be responsible for quality assurance, performance, attendance management, diversity and fairness at work.

• You will support all elements of our People Strategy including carrying out monthly conversations and staff appraisals.

• Build and maintain a constructive and encouraging team environment where your teams understand their contribution to the Agency’s objectives.

• Create a culture that makes the teams part of designing the solutions.

• Act as a role model who will demonstrate commitment to making sure that enquiries are dealt with sensitively, appropriately and consistently.

• Manage changes to policy and processes efficiently and constructively.

• Seek to find new solutions to improve business processes, quality and client satisfaction.

Essential Criteria

1. Experience of managing, leading and developing colleagues to reach their potential.

2. Demonstrate you consistently meet the needs of client’s by inspiring those around you to provide excellent service delivery.

3. The ability to build, develop and maintain good working relationships, to enhance client experience.

4. Strong organisational skills, with the ability to work on your own initiative, whilst initiating and leading change.

Further Information

To learn more about this opportunity, please contact SATMVacancyInbox@socialsecurity.gov.scot

As part of this campaign we will be organising a series of events to offer support and advice on applying for this vacancy. Please see our Eventbrite page for dates and details.

Shortlist

Performance Manager (Dundee)

  • Full time or Part time
  • £29,759 – £34,087
  • Dundee
  • Closing 25th February 2020

We are currently seeking applications for a Performance Manager within the Social Security based in Dundee (Dundee House). This is a permanent and pensionable appointment and new entrants will normally start on the minimum of the pay range. Candidates with a disability who meet the essential criteria below will be invited to the assessments.

We believe that social security is a human right and we are working to make sure that people get what they are entitled to. We believe that people should be able to get support when and where they need it and this is exactly the way we will approach the delivery of the assistance that is devolved. Social Security Scotland will be built with you – not for you. Together let's build a public service to be proud of.

The role offers the opportunity to manage and develop new teams in Scotland's new Social Security Agency. The development of our teams should focus on not only the 'what' but the 'how' in order to create an environment that blends human rights within all we do.

This position would be ideal for someone who is empathetic, consistently able to put clients first, easily able to build trust and rapport and oversee their teams' performance to be able to identify the best solution for each client contacting the Agency. You will be joining our organisation at an exceptionally exciting time working together with our team to develop our Agency. This will require you to be adaptable and flexible in your approach as our systems and structures are established and our business develops and grows.

This is a high-profile and exciting area, with continuing political, public and media interest. The Agency is split across two locations, between Dundee and Glasgow with the headquarters in Dundee.

As part of the end to end processing of operational delivery, this is an important role which may involve managing a range of duties to ensure that we provide an excellent service.

The successful candidates will oversee the front line management of their operational teams within the Social Security Agency and their performance with responsibility for managing Team Managers.

Qualifications Required

For jobs in Band B & C you must hold a minimum of 3 Highers or equivalent or alternative experience to the academic qualifications, for example experience gained in an operational or service delivery environment.

Main Duties

• Line manage, support and develop a cohort of Team Managers with counter-signing responsibility for Client Advisors.

• Build and maintain a constructive and encouraging team environment where your teams understand their contribution to the Agency.

• Act as a role model who will demonstrate commitment to making sure that enquiries are dealt with sensitively, appropriately and consistently.

• Ensuring Team Managers are investigating and handling complaints with due diligence and in accordance with our processes and procedures, acting as a point of escalation when required.

• Co-ordinate the delivery of our services by using available management information to plan and organise necessary resource to meet fluctuating business demands.

• Liaise with internal and external stakeholders to ensure minimal disruption from system issues and service releases by considering potential risks and impacts.

• Manage changes to policy and processes efficiently and constructively.

• Seek to find new solutions to improve business processes, quality and client satisfaction.

• Engage with the other functions to provide cross-area support to meet the business needs as and when required.

Essential Criteria

1. A clear focus on efficient and effective service delivery which meets clients' needs, gained in an operational or service delivery environment.

2. Proven line management experience and a track record of influencing teams to develop and reach their potential.

3. Involvement in driving continuous improvement for the benefit of stakeholders, staff and clients.

4. Experience of engaging with and developing staff to build resilience to handle change in in an environment which is evolving.

Further Information

To learn more about this opportunity, please contact 0131 244 8500 or email the Social Security Scotland Agency who can be reached on SSAOpsResourcing@socialsecurity.gov.scot.

As part of this campaign we will be organising a series of events to offer support and advice on applying for this vacancy. Please see our Eventbrite page for dates and details.

Shortlist
Closed vacancies
This vacancy has now closed

Disability Assistance Case Manager (Dundee)

  • Full time
  • £25,367 – £28,341
  • Dundee House, Dundee
  • Closing 13th February 2020

Overview

We are currently seeking applications for a number of Disability Assistance Case Managers within Social Security Scotland. This is a permanent and pensionable appointment and new entrants will normally start on the minimum of the pay range. Candidates with a disability who meet the essential criteria below will be invited to the assessments.

These posts sit within the Scottish Government’s newly created Executive Agency, Social Security Scotland, and is an exciting opportunity to be at the forefront and development of our Disability Assistance services.

In September 2018, Social Security Scotland successfully began to administer the first wave of devolved benefits, with further benefits due to be delivered by the Agency as and when they come online. We believe that social security is a human right and we are working towards delivering a new Social Security system that ensures clients receive the financial support they need, whilst being treated with dignity, fairness and respect.

These are important roles and will impact on how Social Security Scotland delivers these new services and is perceived by the people of Scotland. By making decisions on applications, you will need to consider whether enough evidence has been provided to make a robust and defendable decision and to be able to provide clear explanations to clients about the outcome of their application.

Main Duties

As part of the Operational Delivery team, you will play a crucial role in providing a top quality service to the people of Scotland whilst maintaining the ethos that staff and clients must be treated with dignity, fairness and respect. The main duties include but are not limited to:

·Provide feedback to colleagues within a supportive learning environment.

·Work with colleagues to continuously improve the service we provide to the people of Scotland.

·Assess applications for Disability Assistance and determine if you can make a decision at that stage, or if further evidence will be required.

·Explain the outcome of applications to clients.

·Summarise more complex cases when looking for input from Medical advisors.

Essential Criteria

1.Experience of considering legislation and/or using rules to reach a decision/conclusion.

2.Demonstrate resilience when dealing with challenging circumstances.

3.Ability to manage workloads in a fast paced, demanding environment.

4.Be able to communicate effectively.

Provisional Dates for Sift and Assessment

To be confirmed.

Minimum Time in Post and Development Opportunities

The successful candidate will be expected to remain in post for a minimum of three years unless successful at gaining promotion to a higher Band or Grade.

Workshops

We will be running workshops to give further information on working at Social Security Scotland, our application process and the Disability Case Manager/Disability Assistance Manager role.

Please register at the link below:

eventbrite.co.uk/o/social-security-scotland-25414022527

Additional Information

Applicants must discuss their intention to apply with their current line manager to help ensure release dates can be agreed.

In the event that one or more of the successful candidates is unable to take up the post or further posts are required, a reserve list of successful candidates will be kept for up to 12 months.

Shortlist