B1 - Feedback Officer - Social Security Scotland

This campaign is to recruit for a Feedback Officer within Social Security Scotland. Client Services Delivery is the operational division within Social Security Scotland that ensures clients receive the financial support they are entitled to via devolved grants and benefits. Working in Client Services Delivery requires flexibility and is demand driven, therefore may involve working in different benefit areas, at different times. This role requires strong organisational skills to manage a complex caseload, along with excellent communication abilities to engage effectively with clients and stakeholders, whether gathering information to resolve complaints or explaining outcomes by telephone or letter. As a Feedback Officer, you will play a key role in delivering timely resolutions to complaints, while upholding our values of dignity, fairness, and respect. Attention to detail is essential to ensure complaint resolutions are accurate and clearly communicated. You will be working in a performance driven environment focused on delivering a high-quality service to clients. 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. Strong IT skills and familiarity with Microsoft packages are required to manage your workload effectively and support accurate decision-making. Responsibilities The successful candidates will demonstrate flexibility, be comfortable in a changing environment and enjoy working collaboratively to identify opportunities for improvements, exploring new ideas and solutions. Here’s what you will be doing: You will work at pace and care about the detail, taking a person-centred approach to determine if further information or evidence is required to allow you to make an unbiased decision when responding to complaints. You will handle all sensitive and personal information confidentially and with care, adhering to data protection guidelines and policy. You will ensure that timely and accurate responses are made, effectively managing a client caseload and related tasks, ensuring key work objectives and performance expectations are met. You will be an excellent communicator as you will be expected to speak to clients over telephone or in writing whilst investigating and responding to complaints. Working with colleagues and stakeholders, you will look at ways to continuously improve the service and encourage others to be curious and help them maximise the contribution they make. Highlighting error trends and Continuous Improvements to line managers. Facilitate awareness sessions with Operational managers and staff to support Complaint Handling Processes and improved Client Service. You will have IT skills and be familiar with Microsoft packages such as Word and Excel. Success Profiles We use an assessment framework called ‘Success Profiles’ which lists the elements we test and provides detailed descriptions of each. Find out more about the framework here For this post, the following Success Profile elements will be assessed: Experience To be successful in this role, you will have experience of working in a frontline client role. Behaviours Communicating and Influencing (Level 2) Working Together (Level 2) Managing a Quality Service (Level 2) You can find out more about Success Profiles Behaviours here. How to Apply Apply online, providing a CV and a Supporting Statement (of no more than 1000 words) which provides evidence of how you meet the Success Profiles 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 (presenting the ideas and experiences of others, or generated by artificial intelligence, and presented as your own) applications will be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on acceptable and unacceptable uses of AI in recruitment. Should a large number of applications be received, an initial sift may be conducted using the CV and supporting statement on the first Behaviour - Communicating and Influencing (Level 2). Candidates who pass the initial sift will have their applications fully assessed. If invited for further assessment, this will consist of an interview and presentation. Please note, 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. We will provide feedback on request to candidates who attend an interview/assessment. Information Session We will be hosting an online information session on Wednesday 29th July at 13:00 - 14:00 , where we will be discussing: The Feedback Officer role and team About Social Security Scotland Our recruitment process Q&A with the hiring manager If you would like to attend, please join using the link below: Join the meeting now Expected Timeline (subject to change) Sift – Wednesday 5 th August – Friday 14 th August 2026 Interview – week commencing 24 th August 2026 Reserve List In the event that there are more successful candidates than posts available, a reserve list will be kept for up to 12 months. 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. Find more about us here . We offer a supportive and inclusive working environment along with a wide range of employee benefits. Find out more about what we offer . 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 [email protected]. Find out more about our commitment to diversity and how we offer and support recruitment adjustments for anyone who needs them. 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. Find out more about our organisation, what we offer staff members and how to apply on our Careers Website . Read our Candidate Guide for further information on our recruitment and application processes. 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 [email protected] Apply before 23:55 on 4 th August 2026 Contact Name: Resourcing Team Contact Email: [email protected]