B2 - Temporary Promotion - Performance Manager - Glasgow - Social Security Scotland

We currently have an exciting opportunity for a Temporary Promotion as a B2 Performance Manager within the Low Income Benefits area (Pension Age Winter Heating Payment and Winter Heating Payment) to support delivery of seasonal benefits this winter period through until March 2027.

As a Performance Manager, you will report to the Operations Manager and lead a cluster of Team Managers to deliver key benefits which directly support those people in Scotland with the greatest need. You will be focusing on improving performance and quality standards, and the overall experience our clients receive when they contact us via telephone or web chat. You will achieve this whilst fostering a culture that reflects our core values of fairness, dignity, and respect. Promoting diversity and inclusion, you will ensure all staff are supported to grow and develop their capabilities and contribute to the overall performance objectives and success. We are looking for someone who is energetic, adaptable, and able to build trust and lead by example.

Responsibilities

• Line managing, supporting and developing a cohort of Team Managers with counter-signing responsibility for Client Advisors ensuring they deliver operational objectives to meet performance expectations.
• Act as a role model who will demonstrate commitment to making sure that enquiries are dealt with sensitively, appropriately and consistently.
• Ensure Team Managers are investigating and handling complaints with due diligence and in accordance with our processes and procedures, acting as a point of escalation when required.
• Co-ordinating the delivery of our services by using available management information to plan and organise necessary resource to meet fluctuating business demands.
• Monitoring performance metrics across your cluster of teams whilst collaborating with your peers to ensure performance meets objectives over a period of time.
• Take the lead on communication and engagement through daily stand ups and weekly cluster meetings.
• Ensure that the operations team follow the quality framework including implementation of best practice, supporting Team Managers to complete all relevant assurance checks for their teams.
• Identify and provide additional support and development for aspirational Team Managers and Client Advisors to assist with operations succession.
• Engage and communicate effectively with stakeholders from both Client Services Delivery and Product teams to ensure minimal disruption from system issues and service.
• Seeking to find new solutions to improve business processes, quality and client satisfaction.
• Working with the other Performance Managers in Dundee and Glasgow, producing the weekly operations meeting agenda to ensure all relevant issues are discussed and addressed, ensuring a consistent and excellent client experience is delivered.
• Takes accountability for delivering part of the operational strategy to the wider operations team and provides support to the Operations Managers whilst being visible across all of operations.

Qualifications

Success Profiles: 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:

• Technical Skills: Data and insight – Working
• Experience: Experience of leading a team within a fast-paced and high-performing environment, demonstrating the ability to deliver operational objectives.
• Behaviours: Communicating and Influencing (Level 3)

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 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. This post is only open to individuals who have satisfactorily completed their probationary period.

Dates to Remember

• Statement submitted by: Tuesday 23rd June 2026 at 5pm
• Informal chats: week commencing 20th July 2026 (This may be subject to change)

Duration of Temporary Opportunity

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 office. 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. 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 Paula Cifci at Paula.Cifci@socialsecurity.gov.scot.