At a Glance
- Tasks: Help clients get the right payments by resolving payment issues and ensuring accuracy.
- Company: Join Social Security Scotland, a supportive and inclusive workplace dedicated to helping people.
- Benefits: Flexible working options, competitive salary, and a commitment to diversity and inclusion.
- Other info: Great career growth opportunities and a chance to work in a hybrid environment.
- Why this job: Make a real difference in people's lives while developing your skills in a dynamic team.
- Qualifications: Attention to detail and strong communication skills are essential for this role.
The predicted salary is between 24000 - 28000 £ per year.
Social Security Scotland are looking for colleagues to join their Payment Resolutions Team. Do you have good attention to detail? Are you looking for a role which would involve speaking with our clients to make sure that they are getting the correct payments? Do you like to work in an environment that is always looking for ways to continually improve their service to our clients? If so, our Payment Resolutions Officer role could be a great fit for you.
Based within Finance, the fast-paced and rewarding Payment Resolutions Team are recruiting for new colleagues to join the team. The team is responsible for ensuring the right clients are paid the right amounts, at the right time. This is done through constant monitoring and analysing of all payments and supporting the Operational team in remediating payment exceptions.
As a Payment Resolutions Officer, you will undertake tasks to identify failed and erroneous payments, providing a resolution for the client and ensuring they are paid the correct values in a timely manner. You will review banking to identify returned payments, review client profiles for errors in banking evidence, complete manual payments for where system issues prevent correct payments and recall payments to prevent incorrect payments. Contacting clients over the telephone to gather new bank details to allow payment is also an integral part of the role.
Responsibilities- Investigating and correcting payment errors.
- Maintaining Excel trackers and documents to ensure accurate information is held for reporting purposes.
- Engaging with clients in writing or over the phone to aid in identifying payment errors and finding a resolution.
- Engaging with internal and external stakeholders to request actions be completed in preventing and rectifying payment errors.
- Providing technical insight to working groups and stakeholders, collaborating with model office to understand error risk and identify mitigation.
- Accurately recording error causes and classification for trend analysis and contributing to identification of candidates for continuous improvement.
- Supporting pilot exercises and benefit launches to identify the best methods of delivering services.
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:
Technical / Professional Skills:You will demonstrate the following skills within the Finance Profession Capability Framework:
- Working with Data in Finance: Data Analysis – Working Level required - Applies knowledge of relevant data analysis packages and methodologies in conjunction with strong analytical skills to examine varied sources of information in order to support decision making.
Experience of gathering information and data through a variety of contact methods.
Behaviours:- Changing and Improving – Level 2 - Seek out opportunities to create effective change and suggest innovative ideas for improvement.
- Making Effective Decisions – Level 2 - Use evidence and knowledge to support accurate, expert decisions and advice.
- Managing a Quality Service – Level 2 - Deliver service objectives with professional excellence, expertise and efficiency, taking account of diverse customer needs.
- Seeing the Bigger Picture – Level 2 - Understand how your role fits with and supports organisational objectives.
You can find out more about Success Profiles Behaviours here.
How to applyApply online, you must provide 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.
If invited for further assessment, this will consist of an interview and job simulation exercise. 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.
Information SessionWe are holding a candidate information session to provide you with information about the application and interview process, as well as further information on the role and team. The session will be held on Friday the 5th June between 11:00 - 12:00.
Expected Timeline (subject to change)- Sifting: - between 17th – 26th June
- Assessment: - (via email) Tuesday 14th July
- Interview: - from Wednesday 15th July via Teams
In the event that there are more successful candidates than posts available, a reserve list will be kept for up to 12 months.
About usSocial 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.
Working patternOur 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 Enterprise House, Dundee or 220 High Street, Glasgow.
Equality StatementSocial 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.
Further informationThis 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 via Recruitment@socialsecurity.gov.scot.
Apply before 16th June 2026 at 23:55
Contact Name - Tarig BradyContact e-Mail - Tarig.brady@socialsecurity.gov.scot
B1 - Payment Resolutions Officer - Social Security Scotland in Dundee employer: Scottish Government
Social Security Scotland is an excellent employer, offering a supportive and inclusive work environment that values diversity and employee well-being. With flexible working options and a commitment to continuous improvement, employees in the Payment Resolutions Team can expect meaningful career growth opportunities while making a positive impact on the lives of clients across Scotland. The hybrid working model allows for a balanced approach, ensuring that team members can thrive both in the office and remotely.
StudySmarter Expert Advice🤫
We think this is how you could land B1 - Payment Resolutions Officer - Social Security Scotland in Dundee
✨Tip Number 1
Get to know the Payment Resolutions Team! Research their values and recent projects. This will help you tailor your conversation during interviews and show that you're genuinely interested in the role.
✨Tip Number 2
Practice your communication skills! Since you'll be engaging with clients over the phone, try role-playing with a friend or family member. This will help you feel more confident when discussing payment issues and resolutions.
✨Tip Number 3
Show off your analytical skills! Be ready to discuss how you've used data analysis in past roles. Think of specific examples where your attention to detail made a difference in resolving issues.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're serious about joining Social Security Scotland and being part of our mission to improve client services.
We think you need these skills to ace B1 - Payment Resolutions Officer - Social Security Scotland in Dundee
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Payment Resolutions Officer role. Highlight your attention to detail and any relevant experience in finance or client engagement. We want to see how you fit into our team!
Craft a Strong Supporting Statement:Your supporting statement is your chance to shine! Use it to showcase how your skills align with the Success Profiles mentioned in the job description. Be specific and provide examples from your past experiences that demonstrate your abilities.
Be Honest About Your Experience:While it's tempting to use AI tools for help, make sure everything you submit is genuinely your own work. We value authenticity and want to hear your true experiences and insights. Plagiarism will lead to application withdrawal, so keep it real!
Apply Through Our Website:Don't forget to apply through our official website! It’s the best way to ensure your application gets to us directly. Plus, you’ll find all the details you need about the role and our team there.
How to prepare for a job interview at Scottish Government
✨Know Your Role
Before the interview, make sure you thoroughly understand the responsibilities of a Payment Resolutions Officer. Familiarise yourself with the key tasks like investigating payment errors and engaging with clients. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Showcase Your Attention to Detail
Since this role requires a keen eye for detail, prepare examples from your past experiences where you've successfully identified and resolved issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers, making it clear how your attention to detail made a difference.
✨Practice Client Engagement Scenarios
As you'll be communicating with clients over the phone, practice handling common scenarios you might face. Think about how you'd gather new bank details or explain payment errors clearly and empathetically. This will demonstrate your communication skills and ability to manage client relationships effectively.
✨Emphasise Continuous Improvement
Social Security Scotland values innovation and improvement, so come prepared with ideas on how processes could be enhanced. Reflect on any previous experiences where you suggested changes that led to better outcomes. This shows that you're proactive and aligned with their mission to continually improve services.
