A4 Team Support Officer & Payment Correction Officer Social Security Scotland

We are offering an exciting opportunity to join Client Services Delivery within the Low Income Benefits team as a Team Support Officer or Payment Correction Officer (A4). This is a fantastic chance to take on a key role in supporting clients colleagues and managers while developing your skills in a dynamic fast paced environment.

Successful candidates will contribute to delivering highquality services by resolving complex and sensitive cases including payment correction activity supporting colleagues with technical queries and ensuring clear communication and professionalism in all interactions.

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.

In this role you will be joining the Operational Delivery Profession a recognised Civil Service profession and the largest profession within Social Security Scotland. As a clientfacing organisation delivering benefits to the people of Scotland membership of the profession recognises the important role you will undertake.

Responsibilities

• Handle complex and disputed cases including eligibility challenges and payment correction activity.

• Manage and deliver payment correction and liability decisions accurately providing clear explanations of outcomes.

• Remain calm under pressure communicating complex information clearly while maintaining a professional manner.

• Provide technical and operational support to resolve complex and sensitive casework.

• Communicate decisions effectively and clearly to colleagues and clients ensuring understanding.

• Process cases involving eligibility challenges and payment corrections with accuracy and attention to detail.

• Deliver highquality service to clients and stakeholders while remaining calm and professional even in difficult situations.

• Produce detailed reports summarising errors or trends and recommending actions for improvement.

• Support Client Advisors and Team Managers with troubleshooting approvals and decisionmaking including payment correction cases.

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 the framework here.

For this post the following Success Profile elements will be assessed:

Behaviours:

• Making Effective Decisions - Level 1

• Communicating and Influencing - Level 1

• Working Together - Level 1

You can 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 750 words) which provides evidence of how you meet the Success Profiles above.

Artificial Intelligence (AI) tools can be used to support your application but all statements and examples provided must be truthful factually accurate and taken directly from your own experience. Where plagiarism has been identified (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 see our candidate guidance for more information on acceptable and unacceptable uses of AI in recruitment.

Should a large number of applications be received an initial sift may be conducted using the CV and supporting statement on on the first behaviour which isMaking Effective Decisions. Candidates who pass the initial sift will have their applications fully assessed.

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.

Information Session
We are holding a candidate information session for this role on Thursday 7th May at2pmwhere we will be talking about;

• TheTeam Support Officer & Payment Correction Officer roles and team

• About Social Security Scotland

• Our recruitment process

• Q&A with the hiring manager
  

Please join us using the below link:

Click here to join the meeting

Expected Timeline (Subject to change)
Sift w/c 18th May 2026
Interview w/c 1st June 2026

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 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 either Glasgow or 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 and support 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 Thursday 14th May 2026 at 23:55

Contact Name - Resourcing Team
Contact e-Mail -