Team Manager

Are you a highly customer-focused individual, able to deliver exceptional service to internal and external stakeholders through clear communication, accuracy and effective resolution of service requests? The Scottish Public Pensions Agency is an Agency of the Scottish Government. Our principal role is to administer the pensions for employees in the National Health Service, Teachers’, Police and Fire-fighters’ pension schemes in Scotland.

As part of the Operational Service Delivery team, you will be working closely with colleagues to help pay our key workers' retirement pensions accurately and on time. As a Team Manager, you will be responsible for your own business area, supporting your Operations Manager to deliver against set demands of our fast-paced Operational Delivery environment. You will be expected to actively collaborate through co-operation and communication with the wider Agency Management team. You will be expected to lead by example in the development of colleague behaviours that result in organisational and culture change whilst acting as a positive role model.

Responsibilities

• Deliver individual monthly conversations, in-year and end-year reviews, with line manager responsibilities. Ensuring all colleagues have an Individual Learning Plan.
• Support change, apply change management training/principles to deliver change effectively and empathetically.
• Resolving enquiries and complaints, managing the resolution from start to end following and meeting service standards.
• Developing and maintaining good working relationships with both internal and external stakeholders to deliver.
• Prepared to react quickly and professionally to situations, some of which may be unexpected.
• Deliver an inclusive approach to flexible working, recognising different work patterns and individual personal circumstances.
• Foster continuous professional development and improve overall team performance.
• Attend office for any face-to-face event, including but not limited to, monthly conversations, team meetings, training, collaboration and support time.

Success profile

Success profiles are specific to each job and they include the mix of skills, experience and behaviours candidates will be assessed on.

Experience

• The ability to understand complex information and give clear explanations when dealing with complaints to customers whilst remaining calm in difficult situations and in a professional manner.
• Experience of complaint management in service delivery.

Technical / Professional Skills:

• Adaptability to change.

Behaviours:

• Communicating and Influencing – level 3
• Delivering at Pace – level 3
• Managing a quality service – level 3
• Leadership – level 3

How to apply

Apply online, providing a CV and Supporting Statement (of no more than 1,000 words) which provides evidence of how you meet the skills, experience and behaviours listed in the Success Profile above. 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 invited for further assessment, this will consist of an interview and job simulation. Sifting will commence from 19/05/2026. Assessments are scheduled for w/c 1st June 2026, however this may be subject to change.

Recruitment Principles

As a government organisation, we adhere to the Civil Service Commission Recruitment Principles and we investigate any complaints received in relation to recruitment cases.

Qualifications

The Scottish Public Pensions Agency is an Agency of the Scottish Government. Our principal role is to administer the pensions for employees in the National Health Service, Teachers’, Police and Fire-fighters’ pension schemes in Scotland for over 640,000 key workers. The Agency administers these public service pension schemes on behalf of Scottish Ministers with an annual pension spend to over 200,000 pensioners to the value of more than £3.7 billion.

Our staff are part of the UK Civil Service observing the Civil Service Code and working for Ministers and senior stakeholders to deliver vital public services which improve the lives of the people of Scotland. We offer a supportive and inclusive working environment along with a wide range of employee benefits.

Working pattern

Our standard hours are 35 hours per week. We offer a range of flexible and hybrid working options, with two days minimum working on site at SPPA. If you have specific questions about the role you are applying for, please contact us.

Security checks

Successful candidates must complete the Baseline Personnel Security Standard (BPSS), before they can be appointed. BPSS is comprised of four main pre-employment checks – Identity, Right to work, Employment History and a Criminal Record check (unspent convictions).

Equality statement

We are committed to equality and inclusion and we aim to recruit a diverse workforce that reflects the population of our nation. Find out more about our commitment to diversity and how we offer and support recruitment adjustments for anyone who needs them.

Further information can be found on our Careers Website.

We will hold a reserve list for this post for 12 months. Apply before: 19/05/2026 (23:59). This role is open to internal candidates, OGD and Common Citizenship organisations only.