B2 Client Services Delivery Manager
B2 Client Services Delivery Manager
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Job Description
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.
As a B2 Client Services Delivery Manager you will be assigned one of the following roles based on business requirements:
- Performance Manager
- Client Experience Senior Officer
- Decisions Team Manager
Reporting to an Operations Manager or Client Experience Manager you will lead and coach a team of Case Managers Client Experience Officers or Team Managers to ensure a high standard of service is delivered to our clients.You will be responsible for ensuring that applications are processed or decisions are made/reviewed in line with performance expectations and quality standards.
These roles are 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
- Leadership and Line Management:
Lead and foster a performance culture where colleagues in your team care are curious and contribute to meeting performance objectives. This includesquality assurance performance outcomes and attendance management. - Operational Delivery:
Ensure a consistent and excellent client experience. Plan and organise the teams workload to achieve operational objectives. Interpret Management Information review and monitor progress to forecast outcomes.
Decision Team Managers & Client Experience Senior Officers roles manage complex first decision/re determination cases and support colleagues by using your experience to make informed application outcomes to clients in writing and over the phone. - Performance and Quality Management:
Be accountable for the quality of the work your team delivers for our clients. Monitor and manage performanceusing data tools (e.g. Excel) to source validate and analyse performance data to support continuous improvement and learning for your team. - Culture and People Engagement:
Encourage aculture of engagement and inclusivity within your team actingas a role model in upholding our Charter and values ensuring that staff feel supported and respected in their work environment. - Governance and Data Security:
Ensure yourteam manage data securely and in compliance with legal and organisational standards. Promote a culture of data accountability ensuring insights are used ethically and effectively to support service delivery improvements.
Qualifications
Success Profiles
We use an assessment framework called Success Profiles which lists the elements we test and provides detailed descriptions of each. Find out more about how we assess the Success Profile elements.
Experience
Experience supporting or contributing to service delivery in an operational environment with a focus on quality decision-making and performance improvement.
Behaviours
Leadership (Level 3)
Making effective decisions (Level 3)
Communicating and influencing (Level 3)
Managing a quality service (Level 3)
You can find out more about Success Profiles 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) demonstrating how you meet the Success Profiles above.
If invited for further assessment this will consist of an interview and presentation.
Should a large number of applications be received an initial sift may be conducted using the CV and personal statement on the first Behaviour which is Leadership. Candidates who pass the initial sift will have their applications fully assessed.
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 13th October 2025
Interview w/c 3rd November 2025
Training Requirements
You will receive full and comprehensive training which will be a mixture of at home and in office learning. The mandatory training period is full time (Monday to Friday) and therefore successful candidates would be required to make themselves available for this period prior to commencing agreed alternative working patterns for consolidation after training.
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 one of our Social Security Scotland offices. There is an expectation of a minimum 2 days per week in your assigned location which will be 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 the broader Scottish Government or Other Government Departments.
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
If you have any questions about the role please contact Resourcing Team at
Apply before: Monday 13th October 23:55
Contact Name: Resourcing Team
Contact E-Mail:
Required Experience:
Manager
Employment Type
Full-Time
