B1 Feedback Officer Social Security Scotland

Description

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.

Heres 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 out more about the frameworkhere

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 Behaviourshere.

How to Apply
Apply onlineproviding a CV anda Supporting Statement(of no more than
1000 words) which provides evidence of how you meet the Success Profilesabove.

Artificial Intelligence (AI) tools can be used to support your application but all statements and examples provided must be truthful factuallyaccurateand 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 seeourcandidate guidance for more information on acceptable and unacceptable uses of AI in recruitment.

Shoulda large number ofapplications be receivedan initialsift may be conducted using the CV andsupportingstatement on the first Behaviour - Communicating and Influencing (Level
2).

Candidates who pass theinitialsift 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 receivea large number ofapplicationsit 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…