B1 Temporary Promotion - Operational Performance, Quality and Strategic Officer - Social Security Scotland in Dundee

Client Services Delivery is the operational business area within Social Security Scotland that ensures clients receive the financial support they need. Our teams deliver a wide range of benefits and services to those most in need across Scotland. This includes people on low incomes, disabled people, carers, young people entering the workplace and helping people heat their homes.

Working in Client Services Delivery requires flexibility and is demand driven, therefore this role will require you to consistently work alongside different benefit areas, to support their performance, quality, feedback, or strategic planning. As a Performance and Strategic Planning Officer, you will be assigned to one of the following roles:

• Performance Officer
• Strategic Planning Officer

Reporting to the Performance Senior Officer or Strategic Planning Senior Officer, you will play a key role in shaping and supporting this evolving role. Your work will support and improve the standard of the end-to-end client journey within all our benefits areas by ensuring we have a better understanding of our current resourcing needs and capabilities across Client Services Delivery.

As part of the Operational Performance, Quality, and Strategic Planning team, you will contribute to delivering a high-quality service to the people of Scotland whilst maintaining the ethos that staff and clients must be treated with dignity, fairness, and respect. These roles are part of the Operational Delivery Profession, which is a recognised Civil Service profession and the largest profession within Social Security Scotland. Strong Microsoft Excel skills, along with proficiency in other Microsoft Office applications, are required for this role.

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.

Responsibilities

You will work closely with teams across Client Services Delivery and the wider agency to support delivery of a consistent and excellent client journey. You will be driving continuous improvement in reporting and analysis of Management Information, to support the agency’s Approach to Performance. Collaborative working between the Operational Performance team and the Strategic Planning team will involve getting into the detail of management information and understanding elements such as current FTE, leavers and resource deployed to different work streams. This will enable you to forecast resourcing requirements to achieve delivery outcomes across the various benefit areas and services.

Your work will support the planning of how to deploy available resource or additional resource effectively; this is a key part of this role. In addition, you will build, maintain, and review performance dashboards and strategic planning spreadsheets or databases to provide accurate, up-to-date information that enables efficient, data-driven decision-making. Strong Microsoft Excel skills will be essential for these tasks.

You will also work alongside your Performance Senior Officer, Strategic Planning Senior Officer, and other colleagues to deliver targeted improvement projects aimed at streamlining processes and improving outcomes for clients and stakeholders.

Culture and People Engagement

As part of your role, you will act as an advocate for the agency’s Approach to Performance and champion the continuous improvement of our performance strategy. You will be an excellent communicator and will engage with senior colleagues across Client Services Delivery and the wider agency to maintain accurate and timely performance dashboards, Management Information, and strategic planning data. Support a culture of engagement and inclusivity within your team, upholding our Charter and values.

Governance and Data Security

Ensure you manage data securely and in compliance with legal and organisational standards. Promote a culture of data accountability, ensuring insights are used ethically and effectively to support service delivery improvements.

Qualifications

Success profiles are specific to each job, and they include the mix of skills, experience and behaviours candidates will be assessed on. For this opportunity, the following Success Profile elements will be assessed:

• Experience: Knowledge and skill of using Microsoft Excel to collate and display data. Operational/delivery experience of Social Security Scotland benefits is essential.
• Behaviours: Managing a Quality Service (Level 2)

Please apply online, providing a Supporting Statement (of no more than 500 words) providing evidence of how you demonstrate the Success Profiles noted above. Please note that a CV is not required for this opportunity. 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.

If you are interested in applying for this opportunity you should inform your manager and C-band manager from the outset of your intention to apply. If successful in your application, your release must be agreed by your line manager and C-band manager or relevant unit head. Please note that the post is only open to individuals who have satisfactorily completed their probationary period.

Dates to Remember

Statement submitted by: 12:00 (midday) on Tuesday 19th May 2026

Informal chats: w/c 1st June 2026 (This may be subject to change)

Duration of Temporary Opportunity

This opportunity is for 6 months.

Hybrid Working

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 Agnes Husband House, Dundee or High Street, Glasgow.

Further Information

This role is only available to existing permanent civil servants who have successfully completed their probation period within Social Security Scotland, Scottish Government Main or Common Citizenship organisations. 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 recruitment@socialsecurity.gov.scot.

If you experience any difficulties accessing our website or completing the online application form, please contact the Resourcing Team via recruitment@socialsecurity.gov.scot.

If you have any questions about the role please contact David Love at david.love@socialsecurity.gov.scot.