B1 Payment Corrections Team Manager

Client Services Delivery is the operational business area within Social Security Scotland that ensures clients receive the financial support they need via devolved grants and benefits. Working in Client Services Delivery requires flexibility and is demand driven therefore may involve working in different areas at different times.

In this role you will be joining 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.

You will lead a team of Payment Correction Officers and Client Advisors who resolve routine payment corrections following changes of circumstance across Best Start Foods and Scottish Child Payment. You will lead your team to make accurate consistent and compassionate decisions on overpayment liability using balance-of-probability judgement and policy guidance.

The role works closely with the Debt & Error team to ensure aligned and robust decision-making and with other stakeholders such as Product Owners to support continuous improvement. You will also provide technical knowledge to support Client Experience colleagues and contribute to wider quality framework to improve processes that reduce avoidable error and strengthen service delivery.

Responsibilities
Lead and coach a team of Payment Correction Officers and Client Advisors role-modelling effective leadership behaviours by demonstrating care curiosity and showing how everyones contribution can improve team and divisional performance.
Engage regularly with your team to monitor performance and quality assurance providing support and feedback to ensure individual and team performance expectations are consistently achieved.
Confidently manage your own workload and oversee workflow of your team using MI and tools such as QuickSight to manage case allocation and ensure organisational objectives are met.
Build positive relationships with colleagues managing and supporting complex case discussions.
Contribute to the wider leadership team in your area through providing technical advice and insight to senior managers on error trends risks complex/sensitive cases and recommended mitigations.
Engage with clients to gather evidence clarify circumstances and communicate decisions and outcomes clearly in writing and by telephone.
Identify potential fraud risk and execute appropriate escalation or referral actions in line with policy.
Lead continuous improvement using MI to analyse trends remove root causes streamline processes and enhance customer outcomes.
Foster a culture that strengthens our organisations resilience by positively communicating change contributing to working groups pilots benefit launches and service improvement initiatives.
Assess training needs and deliver targeted coaching building technical capability and confidence across the team.

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 theSuccess Profile elements.

Behaviours
Leadership - (Level 2)
Communicating and Influencing - (Level 2)
Making Effective Decisions - (Level 2)
Managing a Quality Service - (Level 2)

You can find out more about Success Profiles Behaviourshere.

How toApply
Applyonlineyou mustprovidea CV andaSupporting Statement(of no more than1000words) which provides evidence of how you meet the Success Profilesabove.

Artificial Intelligence (AI) tools can be used to support your application but all statements and examples provided must be truthful factuallyaccurateand taken directly from your own experience. Where plagiarism has beenidentified(presenting the ideas and experiences of others or generated by artificial intelligence and presented as your own) applications will be withdrawn and internal candidates may be subject to disciplinary action.

Please seeourcandidate guidancefor more information on acceptable and unacceptable uses of AI in recruitment.

If invited for further assessment this will consist of an interview andpresentation.

Should a large number of applications be received an initial sift may be conducted using the CV and Supporting Statement on the first Behaviour Leadership (Level 2). Candidates who pass the initial sift will have their applications fully assessed.

We aim to provide feedback on request. However if we receivea large number ofapplicationsit 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 26^th January 2026
Interviews w/c 9^th February 2026

Reserve List
In the event that there are more successful candidates than posts available a reserve list will be kept for up to12months.

AboutUs
Social Security Scotland is an Executive Agency of the Scottish Government. Our benefits help people from allwalks of lifein 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 Servicewe uphold theCivil Service Nationality Rules.

Working pattern
Our standard hours are 35 hours perweekand 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 Dundee.

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 mayrequirethroughout the recruitment process andduring the course ofyour employment should you be successful in securing a post. If you feel you mayrequireassistancewith any part of our recruitment process please contact us at

Find out more about our commitment todiversityand how we offer and supportrecruitment 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 onourCareers Website.

ReadourCandidate 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:Monday 26th January 2026at 23:55pm

ContactName-Martin Gordon
Contact Email-