Description Ready for your next challenge? We are offering an exciting opportunity to join Client Services Delivery as Team Support Officers (A4). This is a fantastic chance to take on a key role in supporting clients, colleagues, and managers while developing your skills in a dynamic, fast-paced environment. Successful candidates will contribute to delivering high-quality services by resolving complex and sensitive cases, supporting colleagues with technical queries, and ensuring clear communication and professionalism in all interactions. In this role you will be joining the Operational Delivery Profession which is a recognised Civil Service profession and the largest profession within Social Security Scotland. As a client facing organisation, delivering benefits to the people of Scotland, being part of the profession recognises the important role you will undertake. As part of your role, you will: Handle disputed cases such as rival care applications where both clients meet eligibility and entitlement criteria. Manage complex self-employed applications and fluctuating earnings cases, providing clear explanations of decisions. Deliver Payment Correction liability decisions accurately and in line with organisational standards. Your ability to remain calm under pressure, communicate complex information clearly, and maintain a professional manner will be key to success in this role. Responsibilities Responsibilities Provide technical and operational support to resolve complex and sensitive casework. Communicate decisions effectively and clearly to colleagues and clients, ensuring understanding. Process cases involving eligibility challenges, fluctuating earnings, or payment corrections with accuracy and attention to detail. Deliver high-quality service to clients while remaining calm and professional, even in difficult situations. Produce detailed reports summarising errors and recommending actions for improvement. Support Client Advisors and Team Managers with troubleshooting and decision-making. Support Client Advisors and Team managers with approvals of cases and payment correction cases as required. Qualifications Success Profiles Success profiles are specific to each job and they include the mix of skills, experience and behaviours candidates will be assessed on. Find out more about how we assess the Success Profile elements. Technical/Professional Skills: Strong understanding of operational processes, including eligibility and entitlement criteria for complex cases. Excellent communication skills to explain complex decisions clearly and concisely. Ability to work under pressure while maintaining a calm and professional approach. Experience: Proven ability to resolve complex or disputed client cases. Experience supporting colleagues in a service or support role, ensuring decisions are fair and reasonable. Demonstrated resilience and adaptability in challenging situations. Behaviours: Communicating and Influencing - Level 1 Making Effective Decisions - Level 1 Working Together - Level 1 Managing a Quality Service - Level 1 Find out more about Success Profiles Behaviours here. How to Apply Apply online, providing a CV and a Supporting Statement (of no more than 750 words) that demonstrates how you meet the following Success Profile behaviours: Communicating and Influencing Making Effective Decisions Working Together Managing a Quality Service You may draw on examples from your current role or other professional experiences within Social Security Scotland or from your career/ personal life to date. Your examples should demonstrate your knowledge, skills, and personal qualities in relation to these behaviours. If invited for further assessment, this will consist of an interview and a scenario-based exercise. Assessments are scheduled for w/c 10 th February, however please be aware this is subject to change. Information Session We are holding candidate information sessions for this role to provide you with information about the application and interview process as well as further information on the role and team. Workshops are taking place: Thursday 16 th January at 11am & Wednesday 22 nd at 2pm. Please join us using the link below to find out more about the role and working for Social Security Scotland. Thursday 16th January 2025, click here to join the meeting. Wednesday 22nd January 2025, click here to join the meeting. Reserve List In the event that there are more successful candidates than posts available, a reserve list will be kept for up to 9 months. Eligibility This post is only open to internal candidates who are already employed by Social Security Scotland and Scottish Government core colleagues. This role welcomes applications only from those colleagues who have successfully completed their probation period and do not have any formal restrictions on their ability to apply for new roles. These are full time roles. However, if you are currently working on a part time basis these requests can be considered and if they meet the needs of the business area, agreed. About Us Social Security Scotland is an Executive Agency of the Scottish Government. Our benefits help people from all walks of life in Scotland. We offer rewarding careers and employ people across Scotland in a wide range of professions and roles. We are committed to recruiting a diverse workforce that is representative of the clients we serve. Find out more about us here. We offer a supportive and inclusive working environment along with a wide range of employee benefits. Find out more about what we offer. Social Security Scotland is committed to fostering growth and progression within the organisation. These promotion roles are part of our ongoing investment in developing internal talent. As part of the UK Civil Service, we uphold the Civil Service Nationality Rules. Working Pattern Our standard hours are 35 hours per week and we offer a range of flexible working options, depending on the needs of the role. We embrace a hybrid working style where all colleagues will spend time in either our Glasgow or Dundee offices. There is an expectation of a minimum 2 days per week in your assigned location, which will be either Glasgow or Dundee. If you have specific questions about the role you are applying for, please contact us at recruitmentsocialsecurity.gov.scot. As part of Client Service Delivery there are requirements to complete a minimum of one 5pm finish (of which one will be a Friday every 5 weeks) and one 8am start per week to ensure business coverage. This can be confirmed with successful candidates. Equality Statement Social Security Scotland are committed to equality and inclusion, and we aim to recruit a diverse workforce that reflects the population of our nation. Social Security Scotland are a Disability Confident Employer. We will consider and implement any reasonable adjustments you may require throughout the recruitment process and during the course of your employment, should you be successful in securing a post. If you feel you may require assistance with any part of our recruitment process, please contact us at Recruitmentsocialsecurity.gov.scot. Find out more about our commitment to diversity and how we offer and support recruitment adjustments for anyone who needs them. Further Information This role is only available to existing permanent Civil Servants who have successfully completed their probation period within Social Security Scotland, or the broader Scottish Government. Find out more about our organisation, what we offer staff members and how to apply on our Careers Website. Read our Candidate Guide for further information on our recruitment and application processes. The successful candidate will be expected to remain in post for a minimum of 3 years unless successful in gaining promotion to a higher Band or Grade. If you experience any difficulties accessing our website or completing the online application form, please contact the Resourcing Team via Recruitmentsocialsecurity.gov.scot. Apply Before : 23:55 on Monday 27th of January 2025. For additional information about the role please contact: Contact Name: Barbara Kotylak Contact Email: Barbara.kotylaksocialsecurity.gov.scot For questions related to the application process please contact: Contact Name: Sharyn Ross Contact Email: recruitmentsocialsecurity.gov.scot