We are currently seeking applications for a Performance Manager within the Social Security based in Dundee. This is a permanent and pensionable appointment and new entrants will normally start on the minimum of the pay range. Candidates with a disability who meet the essential criteria below will be invited to the assessments.
We believe that social security is a human right and we are working to make sure that people get what they are entitled to. We believe that people should be able to get support when and where they need it and this is exactly the way we will approach the delivery of the assistance that is devolved. Social Security Scotland will be built with you – not for you. Together let's build a public service to be proud of.
The role offers the opportunity to manage and develop new teams in Scotland's new Social Security Agency. The development of our teams should focus on not only the 'what' but the 'how' in order to create an environment that blends
human rights within all we do.
This position would be ideal for someone who is empathetic, consistently able to put clients first, easily able to build trust and rapport and oversee their teams' performance to be able to identify the best solution for each client contacting the Agency. You will be joining our organisation at an exceptionally exciting time working together with our team to develop our Agency. This will require you to be adaptable and flexible in your approach as our systems and structures are established and our business develops and grows.
As part of the end to end processing of operational delivery, this is an important role which may involve managing a range of duties to ensure that we provide an excellent service.
The successful candidates will oversee the front line management of their operational teams within the Social Security Agency and their performance with responsibility for managing Team Managers.
Essential Criteria
1. A clear focus on efficient and effective service delivery which meets clients' needs, gained in an operational or service delivery environment
2. Proven line management experience and a track record of influencing teams to develop and reach their potential
3. Involvement in driving continuous improvement for the benefit of stakeholders, staff and clients
4. Experience of engaging with and developing staff to build resilience to handle change in an environment which is evolving
Specific Duties
Core duties can include, but are not restricted to:
• Line manage, support and develop a cohort of Team Managers with counter-signing responsibility for Client Advisors.
• Build and maintain a constructive and encouraging team environment where your teams understand their contribution
• to the Agency.
• Act as a role model who will demonstrate commitment to making sure that enquiries are dealt with sensitively,
• appropriately and consistently.
• Ensuring 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-ordinate the delivery of our services by using available management information to plan and organise necessary
• resource to meet fluctuating business demands.
• Liaise with internal and external stakeholders to ensure minimal disruption from system issues and service releases by
• considering potential risks and impacts.
• Manage changes to policy and processes efficiently and constructively.
• Seek to find new solutions to improve business processes, quality and client satisfaction.
• Engage with the other functions to provide cross-area support to meet the business needs as and when required.
Qualifications Required
For jobs in Band B, you must hold a minimum of 3 Highers or equivalent.
As an alternative to academic qualifications, relevant experience will be considered: A clear focus on efficient and effective service delivery which meets clients' needs, gained in an operational or service delivery environment.
Please note: If you fail to demonstrate how you meet the minimum qualifications as stated above, your application will be automatically sifted out.
Important Information Regarding Interviews
In recognition of the Scottish Government's ongoing measures and guidance in its response to Covid-19 (Coronavirus), we would like to advise applicants that a decision has been taken that all interviews must be conducted in a virtual/remote setting.
In order to facilitate this new way of working, we are asking all applicants to ensure that they have a suitable space to complete the virtual interview as well as a personal device of choice with an account registered to the 'Webex' app by which you can undertake the interview/assessment if selected. We are also asking you to ensure that your personal Wi-Fi/Broadband capacity will be sufficient to carry both audio and video feeds to undertake the interview. This will then ensure that there are no issues incurred during the interview.
To apply please visit our website
Closing date: 21 April 2021 at 11.55pm