Operational Improvement Co-ordinator
Operational Improvement Co-ordinator
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Client Services Delivery is the main operational delivery division within Social Security Scotland. Our teams deliver a wide range of benefits and services to those most in need across Scotland.
As an Operational Improvement Co-ordinator you will be part of a team which is responsible for delivering operational change and improvement. In your role you will apply your understanding of the operational environment and systems used to provide support to a range of stakeholders to successfully implement the design and delivery of benefits in Social Security Scotland.
You will support our live operational colleagues to deliver excellent service to our clients and applicants. Working collaboratively you will assist with a wide range of continuous improvement and future benefit design activities to enhance efficiency and performance of our current and future operation to contribute to the delivery and ongoing development of the service.
Responsibilities
Responsibilities
- Monitoring the Operational Improvement team mailboxes seeking to action delegate or respond to all requests in a timely manner and within agreed timescales.
- Responsible for capturing and collating defects and issues raised by operational colleagues triaging these issues as appropriate. You will take ownership of exploring the impact by linking related or similar issues taking into consideration cross cutting aspects and providing an appropriate resolution to operational colleagues.
- Identify link and co-ordinate the reporting of issues by raising Jira tickets that require to be actioned or escalated due to their impact on service delivery. Responsible for monitoring progress of response and liaise with relevant stakeholders to progress outcomes.
- Responsible for ensuring concerns are escalated to Operational Improvement Team Manager when any blockers exist.
- Review and assess process maps and design documents in order to help shape and influence the design or improvement of products or services.
- Providing administrative support to the wider Operational Improvement Team including drafting communications to colleagues and stakeholders using tools such as PowerPoint presentations and work documents. Note-taking at meetings and updating governance trackers and actions plans etc.
- Create and maintain a range of governance documentation including RAID (Risks Assumptions Issues and Dependencies) logs.
- Collaborate with stakeholders including Chief Digital Office to gather detailed information around defects and issues to support testing and help reach a resolution.
- Ad hoc duties that support the delivery of wider team deliverables 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 theSuccess Profile elements
Experience:
Operational/delivery experience of Social Security Scotland benefits is essential.
Behaviours:
Communicating and influencing (Level 1)
Working together (Level 1)
Managing a quality service (Level 1)
Delivering at pace (Level 1)
Find out more about Success Profiles Behaviours here.
How to Apply
Apply online you must provide a CV and a Supporting Statement (of no more than 1000 words) demonstrating how you meet the experience and behaviours outlined above.
If invited for further assessment this will consist of an interview and assessment.
Should a large number of applications be received an initial sift may be conducted using the CV and Supporting Statement on the advertised Behaviour - Communicating and influencing (Level 1).
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 28th July 2025
Interviewing w/c 11th 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 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. 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 220 High Street Glasgow or Agnes Husband House Dundee.
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.
If you experience any difficulties accessing our website or completing the online application form please contact the Resourcing Team via
Apply before:Thursday 24th July at 23:55
Contact Name: Resourcing Team
Contact E-Mail:
Employment Type
Full-Time
