Team Manager - Payment Exceptions Team - Dundee
Team Manager - Payment Exceptions Team - Dundee
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Job Description
As a Team Manager for the Payment Exception Service in 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 Payment Exception Officers who support colleagues predominantly within Low Income Benefits teams whilst also supporting manual payment requests for all benefits. The Payment Exception Service plays a crucial role in the organisation ensuring our clients receive payments when something has gone wrong in the application and payment journey.
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. You will be required to complete a range of duties to support your team to investigate and resolve payment challenges.
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 your team by example every day. Champion and foster a performance focused culture of performance. We need you to be adaptable energetic and enthusiastic to deliver the best service to our clients.
- You will regularly engage with your team on their performance encouraging them to care be curious and contribute to the divisions overall performance.
- Offer clear guidance and support to motivate them to share ideas and achieve their potential and celebrate successes recognising achievements.
- Ensuring your team is compliant with processes procedures and data protection regulation performing quality assurance checks to support the delivery of high level of quality work for our clients.
- You will use operational management information to assess your teams performance including productivity quality whilst identify areas for learning and improvement.
- Be comfortable having discussions with your team members on performance.
- Keep informed of changes in guidance and policy to provide accurate advice to your team.
- You will need to be independent and confident managing your own workload and that of your team to make the most your day.
- The ability to investigate payment challenges manually calculating benefit payments from and referring manual payment requests to Finance teams.
- Analysis of batch processing reports identifying missing information and payment errors and supporting your team to resolve these.
- Your role requires regular engagement with a variety of stakeholders which may be different to other team managers such as 3rd party suppliers Finance and Product colleagues.
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:
- Adaptability to change (Level: Awareness)
Experience
- Experience of working within a performance focused collaborative environment is essential with experience of stakeholder engagement preferred.
Behaviours
- Communicating and Influencing (Level 2)
- Making Effective Decisions (Level 2)
- Managing a Quality Service (Level 2)
You can find out more about Success Profile Behaviours here.
How to Apply
Apply online you must provide a CV and a 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 invited for further assessment this will consist of 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)
Sift w/c 30th June 2025
Interview w/c 14th July 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 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.
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. 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 one of our offices. 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 contact us.
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 to diversity and how we offer support and 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
Apply before Monday 30th June 2025 at 23:55pm
Required Experience:
Manager
Employment Type
Full-Time
