Quality Support Advisor - Dundee
Quality Support Advisor - Dundee
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Job Description
We are currently seeking applications for a B1 Quality Support Officer.
As a Quality Support Officer within Client Services Delivery you will play your part in creating shaping and supporting this role as it develops. You will make a real difference every day as you support colleagues across the division.
Your role will be to ensure we continually support all areas of Client Services Delivery. You will assist and improve the standard of the end-to-end client journey within all of our benefits. This will include completing quality assurance checks that are accurate identify training needs and provide reassurance support and help.
As part of the Quality Support Team you will be crucial 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.
It is essential applicants must have a strong understanding of Social Security Scotland Benefits and are adaptable and flexible to suit the ever-changing requirements of this role.
Responsibilities
Responsibilities
- Champion the Quality Support role.
- Completing post assurance checks and support staff across all of Client Services Delivery. You will achieve this by being kind supportive and knowledgeable.
- Working with your peers to meet the volume of checking required within each benefit area.
- Highlighting error trends and Continuous Improvements to line manager.
- Supporting Quality managers deputising on their behalf when required.
- Comprehensive understanding of SPM and previous benefit delivery experience.
- Keep yourself up to date on any changes within the benefit areas you are checking ensuring feedback is accurate and explained thoroughly.
- You will work with colleagues to continuously improve the service we provide to the people of Scotland.
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
Experience:
- Operational/delivery experience of Social Security Scotland benefits 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 Profile Behaviours here.
Technical / Professional Skills:
- Data and insight (Level: Working)
Further information about these skills can be found here Core ODP Skills - Operational Delivery Profession
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 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 28th July 2025
Interview w/c 4th August 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. 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 Agnes Husband House 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 - 23rd July 2025 @ 23.55
Contact Name- Craig Mooney
Contact e-Mail -
Required Experience:
Unclear Seniority
Employment Type
Advisor
