B1 - Temporary Promotion - Team Manager - Glasgow - Social Security Scotland

As a Team Manager for Social Security Scotland, you will make a real difference to the people across Scotland by supporting them to apply for our benefits. You will lead and coach a team of Client Advisors who engage with people through telephone calls, web chat, letter, email and provide a friendly and high standard of service. Team Managers play a crucial role in the organisation, ensuring our client facing operations and services perform in line with our objectives and values. Client Services Delivery is the main operational delivery division within Social Security Scotland. Our teams deliver a wide range of benefits and services to those most in need across Scotland.

This role is part of 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.

Responsibilities

• Lead and coach a team of Client Advisors, role-modelling effective leadership behaviours by demonstrating care, curiosity, and showing how everyone's contribution can improve team and divisional performance.
• Use operational management information to assess team’s performance, including productivity and quality, whilst identifying opportunities for learning and improvement.
• Engage regularly with your team to monitor performance of case processing and client communication activities to support and feedback to ensure individual and team performance expectations are consistently achieved.
• Ensure team compliance with processes, procedures, and data protection regulation by performing regular quality assurance checks to support the delivery of high level of quality outcomes for our clients.
• Approving payments for clients, ensuring both accuracy of work and timely payments are received by clients when they are most needed.
• Foster a performance focused culture by encouraging your team to take ownership of their development and support them to be curious about ways to improve their contribution.
• Build positive relationships with both colleagues and clients, managing and supporting complex enquiries and complaints when required.
• Provide clear guidance and support to your team, creating an environment that values collaboration, celebrates success, and recognises individual and team achievements.
• Stay up to date with changes in guidance and policy to provide accurate advice to our clients and your team.
• Contribute to the wider leadership team in your area through sharing best practice and engaging in continuous improvement activity, ensuring insights and learning is shared with your team.
• Confidently manage your own workload and that of your team to ensure organisational objectives are met.
• Support the wellbeing of your team by nurturing an open and inclusive culture through holding monthly conversations, helping team members to set personal objectives, and ensuring they have access to all available support tools.
• Monitor and support any unexpected absence in your team, following absence management procedures and liaising with People Advice colleagues.
• Foster a culture that strengthens our organisation’s resilience by positively communicating change and maintaining a focus on the wider organisation goals.

Qualifications

We use an assessment framework called ‘Success Profiles’ which lists the elements we test and provides detailed descriptions of each. For this opportunity, the following Success Profile elements will be assessed:

• Experience: Experience of working within a fast-paced, front-line, performance focused, customer service environment is essential.
• Behaviours: Communicating and Influencing (Level 2), Working Together (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.

If you are interested in this opportunity, you should seek permission from your manager and C-band manager before applying on a level transfer (TLT) basis. If applying on Temporary Promotion 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.

This opportunity is until March 2027.

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. You may be required to work set start and finish times between 8 a.m. and 6 p.m. to ensure we have the right levels of resource in place to meet client demand. We embrace a hybrid working style where all colleagues will spend time in our Dundee or Glasgow offices. You are required to work a minimum of 2 days per week in your assigned location, which will be 220 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.