B2 - Temporary Promotion - Client Support Team Leader - Renfrewshire and East Renfrewshire - Social Security Scotland in Paisley

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 Scotland’s devolved benefits and grants. To serve the people of Scotland, Social Security Scotland needs to ensure access to our support services within local communities. This job is an exciting opportunity to deliver a face to face service to support clients across Scotland. In all instances the successful candidate must be prepared to travel across Local Authority areas to support their teams. This post is covering the Renfrewshire and East Renfrewshire Local Authority areas.

As a Local Delivery Client Support Team Leader at Social Security Scotland, you will report to the Operational Manager. You will be responsible for teams within Local Delivery which is part of the Client Services Delivery division. You will be expected to work closely with the Operational Manager to meet operational objectives and business priorities.

In this role you will lead and manage front line Local Delivery operational teams in a client focused service environment. You will also be responsible for the collation of management information across Local Delivery to analyse and interpret this data to drive performance across the service. You will be accountable for your local team, work collaboratively with Operational Managers and Client Support Advisors to deliver a tailored and seamless journey for those accessing our services.

You will provide day-to-day operational support, fostering a culture that reflects our core values of dignity, fairness and respect. Promoting diversity and inclusion, you will ensure all staff are supported to grow and develop their capabilities. We are looking for someone who is energetic, adaptable, and able to build trust and lead by example. The ability to respond flexibly to changing priorities is essential to succeed in this dynamic and evolving role.

In this role you will be joining 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

As part of the local service, this important role within the agency encompasses a broad range of responsibilities, helping to ensure we provide an excellent service to the people of Scotland.

• Provide excellent service by leading, managing and motivating your team to provide accurate, up to date information and advice to Scotland’s citizens, in line with Social Security Scotland’s ethos and vision of dignity, fairness and respect.
• Act as a role model who demonstrates Social Security Scotland’s values; ensuring that clients are dealt with sensitively, appropriately and with dignity, fairness and respect.
• Line Manage a team of mobile Client Support Advisors, to include personal and professional development of your team, and inspire and coach your staff to flourish and grow in the workplace whilst also supporting health and wellbeing.
• Build and maintain a constructive and encouraging team environment, embedding a process of continuous improvement including quality assurance framework to enhance our client experience and ensure high standards.
• Effectively analyse and manage individual and team performance using quality assurance and Local Delivery Management information.
• Use tools to plan and adapt your teams’ appointment availability to ensure appointment coverage for clients accessing our service through various appointment channels.
• Work with your Operations Manager to assess, adapt and deliver a cost effective service, this includes reviewing modes of travel and use of outreach venues, ensuring value for money.
• Ensure communication is inclusive, concise and delivered through appropriate channels.
• Support staff to provide accurate advice, dealing personally with escalated enquiries and complaints.
• Be adaptable to change to policy and processes and confident in leading change effectively and constructively.
• Collaborate with internal stakeholders to discuss and provide cross area support where required ensuring a one service approach.
• Identify and escalate issues or concerns where improvements are needed, considering associated risks and impacts.
• Work alongside Senior Managers, internal and external partners to support new initiatives and the future direction of the agency.

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 in a complex, front facing service delivery environment, enhancing performance and driving quality improvements, along with knowledge of Social Security Scotland benefits.
• Behaviours: Communicating and Influencing - Level 3, Making Effective Decisions – Level 3.

Please apply online, providing a Supporting Statement (of no more than 750 words) detailing why you’re interested in the role, and evidence of how you demonstrate the Success Profiles noted above. Please note that a CV is not required for this opportunity.

This opportunity is for up to 12 months. 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 and there may be occasions where travel to our main Social Security Offices in either our Glasgow or Dundee offices will be required.

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.