Team Manager - Dundee
Team Manager - Dundee
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Job Description
As a Team Manager for Social Security Scotland you will make a real difference to the people across Scotland by supporting them to apply for our benefits. You will lead and coach a team of Client Advisors who engage with people through telephone calls web chat letter email and provide a friendly and high standard of Managers play a crucial role in the organisation ensuring our client facing operations and services perform in line with our objectives and values.
Client Services Delivery is the operational business area within Social Security Scotland that ensures clients receive the financial support they need. Working in Client Services Delivery requires flexibility and is demand driven therefore may involve working in different benefit areas at different times.
This role is part of 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.
Responsibilities
Responsibilities
Lead and coach a team of Client Advisorsrolemodelling effective leadership behaviours by demonstrating care curiosity and showing how everyones contribution can improve team and divisional performance.
Use operational management information to assess teams performance including productivity and quality whilst identifying opportunities for learning and improvement.
Engage regularly with your team to monitor performance providing support and feedback to ensure individual and team performance expectations are consistently achieved.
Ensure team compliance with processes procedures and data protection regulation by performing regular quality assurance checks to support the delivery of high level of quality outcomes for our clients.
Foster a performance focused culture by encouraging your team to take ownership of their development and support them to be curious about ways to improve their contribution.
Build positive relationships with both colleagues and clients managing and supporting complex enquiries and complaints when required.
Provide clear guidance and support to your teamcreating an environment that values collaboration celebrates success and recognises individual and team achievements.
Stay up to date with changes in guidance and policy to provide accurate advice to our clients and your team.
Contribute to the wider leadership team in your area through sharing best practice and engaging in continuous improvement activity ensuring insights and learning is shared with your team.
Confidently manage your own workload and that of your team to ensure organisational objectives are met.
Support the wellbeing of your team by nurturing an open and inclusive culture through holding monthly conversations helping team members to set personal objectives and ensuring they have access to all available support tools.
Foster a culture that strengthens our organisations resilience by positively communicating change and maintaining a focus on the wider organisation goals.
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 theSuccess Profile elements
Technical / Professional Skills:
Adaptability to change(Level: Awareness)
Further information about these skills can be found here Core ODP Skills Operational Delivery Profession
Experience:
Experience of working within a frontline performance focussed customer service environment is essential.
Behaviours:
Communicating and influencing(Level 2)
Making effective decisions (Level 2)
Managing a quality service (Level 2)
You can find out more about Success Profiles Behaviours here.
How to apply
Apply online you must provide a CV and Supporting Statement (of no more than 1000 words) which provides evidence of how you meet the skills experience and behaviours listed in the Success Profiles above.
If shortlisted you will be invited for further assessment which will include an interview and presentation.
We aim to provide feedback on request. However if we receive a large number of applications it may not be possible for us to provide specific feedback on your application. We will provide feedback on request to candidates who attend an interview/assessment.
Expected Timeline (subject to change)
Sifting w/c 2nd and 9th June 2025
Interviewing w/c 23rd and 30th June 2025
Reserve List
In the event that there are more successful candidates than posts available a reserve list will be kept for up to 12 months.
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 more about us here.
We offer a supportive and inclusive working environment along with a wide range of employee benefits. Find out more aboutwhat we offer.
As part of theUK Civil Service we uphold theCivil 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. Some days you may be required to start work at 8am or finish at 6pm on a rota basis to ensure we have the right levels of resource in place to meet client demand. We embrace a hybrid working style where all colleagues will spend time in our Dundee or Glasgow office. You are required to work a minimum of 2 days per week in your assigned location which will be Agnes Husband House Dundee. These days may be set by a rota to enable teams to benefit from working together on office days. If you have specific questions about the role you are applying for please contactus.
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
Find out more about our commitment todiversityand how we offer support andrecruitment adjustmentsfor 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 ourCareers Website.
Read ourCandidate Guidefor 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.
Social Security Scotlands recruitment processes are underpinned by the recruitment principles of the Civil Service Commissioner which outline that selection for appointment be made on merit on the basis of fair and open competition Recruitment Civil Service Commission ()
If you experience any difficulties accessing our website or completing the online application form please contact the Resourcing Team via
Apply before:02 June at 23:55
Contact Name: Resourcing Team
Contact EMail:
Required Experience:
Manager
Employment Type
Full-Time
