B1 Feedback Officer Social Security Scotland

This campaign is to recruit for a Feedback Officer within Social Security Scotland.

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

This role requires strong organisational skills to manage a complex caseload along with excellent communication abilities to engage effectively with clients and stakeholders whether gathering information to resolve complaints or explaining outcomes by telephone or letter. As a Feedback Officer you will play a key role in delivering timely resolutions to complaints while upholding our values of dignity fairness and respect.

Attention to detail is essential to ensure complaint resolutions are accurate and clearly communicated. You will be working in a performance driven environment focused on delivering a high-quality service to clients.

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.

Strong IT skills and familiarity with Microsoft packages are required to manage your workload effectively and support accurate decision-making.

Responsibilities
The successful candidates will demonstrate flexibility be comfortable in a changing environment and enjoy working collaboratively to identify opportunities for improvements exploring new ideas and solutions.

Heres what you will be doing:

• You will work at pace and care about the detail taking a person-centred approach to determine if further information or evidence is required to allow you to make an unbiased decision when responding to complaints.
• You will handle all sensitive and personal information confidentially and with care adhering to data protection guidelines and policy.
• You will ensure that timely and accurate responses are made effectively managing a client caseload and related tasks ensuring key work objectives and performance expectations are met.
• You will be an excellent communicator as you will be expected to speak to clients over telephone or in writing whilst investigating and responding to complaints.
• Working with colleagues and stakeholders you will look at ways to continuously improve the service and encourage others to be curious and help them maximise the contribution they make.
• Highlighting error trends and Continuous Improvements to line managers.
• Facilitate awareness sessions with Operational managers and staff to support Complaint Handling Processes and improved Client Service.
• You will have IT skills and be familiar with Microsoft packages such as Word and Excel.

Success Profiles
We use an assessment framework called Success Profiles which lists the elements we test and provides detailed descriptions of out more about the frameworkhere

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

Experience

• To be successful in this role you will have experience of working in a frontline client role.
  

Behaviours

• Communicating and Influencing (Level 2)
• Working Together (Level 2)
• Managing a Quality Service (Level 2)
  

You can find out more about Success Profiles Behaviourshere.

How toApply
Apply onlineproviding a CV andaSupporting Statement(of no more than1000 words) 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.

Shoulda large number ofapplications be receivedan initialsift may be conducted using the CV andsupportingstatement on the first Behaviour - Communicating and Influencing (Level 2).

Candidateswho pass theinitialsift will have their applications fully assessed.

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

Please note 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.

Information Session
We will be hosting an online information session on Wednesday 29th July at 13:00 - 14:00 where we will be discussing:

• The Feedback Officer role and team
• About Social Security Scotland
• Our recruitment process
• Q&A with the hiring manager
  

If you would like to attend please join using the link below:

Join the meeting now

Expected Timeline (subject to change)
Sift Wednesday 5^th August Friday 14^th August 2026
Interview week commencing 24^th August 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 either Glasgow or 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 before23:55 on 4^th August 2026

Contact Name: Resourcing Team
Contact Email: