At a Glance
- Tasks: Help clients resolve complaints and improve services in a dynamic environment.
- Company: Join Social Security Scotland, a vital part of the Scottish Government.
- Benefits: Flexible working hours, supportive culture, and career development opportunities.
- Other info: Embrace a hybrid working style with a minimum of 2 days in the office.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: Experience in client-facing roles and strong communication skills required.
The predicted salary is between 24000 - 28000 £ per year.
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
- 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.
Qualifications
We use an assessment framework called ‘Success Profiles’ which lists the elements we test and provides detailed descriptions of each. 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).
How to Apply: Apply online, providing a CV and a Supporting Statement (of no more than 1000 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, applications will be withdrawn and internal candidates may be subject to disciplinary action.
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 provided.
Expected Timeline: Sift – Wednesday 5th August – Friday 14th August 2026. Interview – week commencing 24th August 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.
We offer a supportive and inclusive working environment along with a wide range of employee benefits. 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 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 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.
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. 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.
Apply before 23:55 on 4th August 2026.
Contact Name: Resourcing Team
Contact Email: recruitment@socialsecurity.gov.scot
B1 - Feedback Officer - Social Security Scotland in Dundee employer: Scottish Government
The Scottish Government offers a dynamic and supportive work environment, where you can make a significant impact on customer service and safeguarding across Scotland. With a strong focus on employee development and innovation, you will have access to numerous growth opportunities while working alongside a dedicated team committed to excellence in public service. Join us in shaping a high-performing organisation that values collaboration and strives for transformative results.
StudySmarter Expert Advice🤫
We think this is how you could land B1 - Feedback Officer - Social Security Scotland in Dundee
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We think you need these skills to ace B1 - Feedback Officer - Social Security Scotland in Dundee
Some tips for your application 🫡
Highlight Relevant Experience:In the public sector, having experience in community engagement, policy analysis, or project management stands out. Make sure to showcase any previous roles or volunteer work that reflects your understanding of public service values and how they've shaped your career path.
Showcase Your Knowledge of the Sector:When you’re applying for a government role, it’s crucial to demonstrate your understanding of the current political landscape and public policies. Consider including articles you've written or relevant projects that underline your capability to engage with these concepts effectively.
Tailor Your CV to Reflect Core Competencies:Government positions often require a clear demonstration of competencies such as communication, teamwork, and problem-solving. Try to structure your CV to highlight these skills, using specific examples of how you’ve applied them in past experiences, ideally with quantifiable outcomes where possible.
Craft a Compelling Cover Letter:Your cover letter is your chance to tell your story and convey your passion for public service. Discuss why you want to work for Scottish Government and how your values align with their mission. Be genuine and let your enthusiasm shine through—this can really set you apart from other candidates.
How to prepare for a job interview at Scottish Government
✨Get to Know Public Sector Values
Before your interview with Scottish Government, dig deep into their mission and values, especially how they align with public service and community impact. Understand the key policies or initiatives they are involved in – you’ll want to show that you genuinely care about serving the community.
✨Brush Up on Regulatory Knowledge
Brush up on the regulations, laws, and compliance standards relevant to the role you’re applying for. Since this is the government and public sector, they might throw technical questions related to policy frameworks or project management best practices that you'll need to navigate day-to-day.
✨Highlight Teamwork and Collaboration
The government sector thrives on collaboration. Be ready to discuss how you've successfully worked in diverse teams or involved stakeholders in your projects. Show us how you bring people together to get a common goal achieved – that's what public service is all about!
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Craft a few STAR (Situation, Task, Action, Result) stories that demonstrate your experience in similar roles. Whether it’s a project that made a difference in the community or a challenging situation you managed, be ready to express how your skills and experiences make you a valuable asset for Scottish Government.
