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- Tasks: Lead large operational teams to deliver essential benefits and support clients across Scotland.
- Company: Join Social Security Scotland, a vital part of the Scottish Government.
- Benefits: Enjoy flexible working, a supportive culture, and opportunities for professional growth.
- Other info: Be part of a diverse workforce committed to equality and inclusion.
- Why this job: Make a real difference in people's lives while developing your leadership skills.
- Qualifications: Experience in leading teams and managing complex operations is essential.
The predicted salary is between 55000 - 65000 £ per year.
Client Services Delivery is the main operational division of Social Security Scotland, responsible for ensuring clients receive the financial support they are entitled to through devolved benefits and grants.
As the C2 Head of Operations, you will provide senior leadership across large, client facing operational teams delivering live benefits at scale. Reporting to a C3 Head of Client Services, you will be accountable for day to day service delivery, performance, quality and colleague engagement across your operational portfolio.
You will lead multidisciplinary teams across Glasgow and Dundee, ensuring services are delivered efficiently, fairly and with dignity and respect. Your leadership will be central to maintaining resilient operations in a complex, high profile environment, often under Ministerial and stakeholder scrutiny.
The role is inherently cross cutting and requires close collaboration with policy, digital and operational improvement colleagues to ensure operational priorities shape service design and that changes are introduced smoothly into live service. You will play a key role in leading teams through change, responding confidently to ambiguity and balancing delivery with continuous improvement.
As a leader within Social Security Scotland, you will contribute to a culture of high performance, inclusion and professionalism. You will be part of the Operational Delivery Profession, reflecting the importance of this role in delivering high quality public services that make a real difference to people across Scotland.
Responsibilities- Leadership
- Provide visible, values‑led leadership across large operational teams, setting clear expectations for performance, quality and client experience.
- Translate divisional priorities into clear, deliverable objectives for C1 leaders and their teams.
- Lead confidently through change and uncertainty, building resilience and supporting colleagues to adapt and perform.
- Oversee delivery of live benefits, ensuring high standards of productivity, accuracy and client satisfaction.
- Manage operational performance, quality and risk using data, insight and continuous improvement approaches.
- Work closely with improvement, digital and change colleagues to ensure operational needs inform system and process design.
- Ensure effective preparation for and implementation of change into live service, maintaining service stability for clients and colleagues.
- Build strong working relationships with internal stakeholders across Social Security Scotland and the wider Scottish Government.
- Act as a senior escalation point for complex or sensitive operational issues, ensuring timely resolution and clear communication.
- Contribute operational insight to briefings, submissions and responses involving Ministers or senior stakeholders.
- Lead and develop senior managers, creating an inclusive, supportive and high‑performing culture aligned to the organisation’s values.
- Promote colleague wellbeing, engagement and capability development across your portfolio.
- Engage constructively with Trade Union representatives, supporting effective change management and open communication.
- Ensure services operate in line with the Social Security (Scotland) Act, Our Charter and organisational governance arrangements.
- Provide assurance to senior leaders on operational performance, quality, risk and compliance.
- Contribute to governance forums and continuous improvement activity that strengthens operational resilience and accountability.
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 ODP Competency framework | SSS - Social Security Scotland
- Data and Insight Management – (Level: Expert)
Experience: To be successful in this role, you will bring demonstrable experience and a proven track record in the following areas:
- Leading large, geographically spread teams in an operational environment with complex priorities and demands.
Behaviours:
- Changing and Improving – (Level 4)
- Communicating and Influencing – (Level 4)
- Leadership – (Level 4)
- Making Effective Decisions – (Level 4)
How to Apply
Apply online, you must provide a CV and a Supporting Statement (of no more than 1500 words) which provides evidence of how you meet the Success Profiles above. Your CV should consist of your career history including any key achievements in each role. Your CV will be used to provide further context on your supporting statement and scored against the success profile elements listed.
The Supporting Statement should be aligned to and demonstrate how you meet the skills and experience set out in the success profile elements, detailed in the job description.
Applicants will only be eligible to apply if they have successfully completed their probation period and should discuss their intentions with their line manager if unsure.
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.
Expected Timeline (subject to change): Sift – w/c 25th May 2026; Interview – w/c 8th June 2026.
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 at Recruitment@socialsecurity.gov.scot.
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 via recruitment@socialsecurity.gov.scot.
Apply before: Thursday 21st May 2026 at 23:55.
C2 – Head of Operations - Social Security Scotland in Dundee employer: Scottish Government
Contact Detail:
Scottish Government Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land C2 – Head of Operations - Social Security Scotland in Dundee
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at Social Security Scotland. A friendly chat can open doors and give you insider info on the role.
✨Tip Number 2
Prepare for the interview by researching the organisation's values and recent projects. Show us that you’re not just interested in the job, but also in making a real difference in people's lives across Scotland.
✨Tip Number 3
Practice your leadership stories! Be ready to share examples of how you've led teams through change and uncertainty. We want to hear about your experience in building resilience and supporting colleagues.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows us you’re serious about joining our team at Social Security Scotland.
We think you need these skills to ace C2 – Head of Operations - Social Security Scotland in Dundee
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the role of Head of Operations. Highlight your leadership experience and any relevant achievements that align with the responsibilities outlined in the job description.
Craft a Compelling Supporting Statement: Your supporting statement is your chance to shine! Use it to clearly demonstrate how you meet the Success Profiles. Be specific and back up your claims with examples from your past experiences.
Showcase Your Leadership Style: Since this role is all about leading large teams, make sure to convey your leadership style in both your CV and supporting statement. Talk about how you engage and motivate your team, especially during times of change.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, you’ll find all the resources you need to help you along the way.
How to prepare for a job interview at Scottish Government
✨Know Your Stuff
Make sure you understand the key responsibilities of the Head of Operations role. Familiarise yourself with Social Security Scotland's mission and values, especially around client services delivery. This will help you demonstrate your alignment with their goals during the interview.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in leading large teams through change. Think about specific situations where you’ve successfully managed operational performance and quality, and be ready to discuss how you fostered a high-performing culture.
✨Engage with Stakeholders
Be prepared to talk about your experience in building relationships with stakeholders. Share examples of how you've effectively communicated complex operational issues and resolved them, as this is crucial for the role.
✨Emphasise Continuous Improvement
Discuss your approach to using data and insights for continuous improvement. Be ready to explain how you've implemented changes in past roles and how you ensure service stability while adapting to new processes.