B1 - Feedback Officer - Social Security Scotland

Overview

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. The role involves working in a client facing organisation to deliver benefits to the people of Scotland and to uphold the values of dignity, fairness, and respect.

• Provide timely resolutions to complaints, gathering information from clients and stakeholders as needed and explaining outcomes by telephone or letter.
• Manage a complex caseload with strong organisational skills in a performance‑driven environment focused on delivering a high‑quality service to clients.
• Engage effectively with clients and stakeholders to resolve issues and communicate decisions clearly and accurately.

• Strong IT skills and familiarity with Microsoft packages to manage workload and support accurate decision‑making.
• Excellent communication abilities and attention to detail to ensure complaint resolutions are accurate and clearly communicated.
• Flexibility to work in different benefit areas as needed due to demand-driven work within Client Services Delivery.
• Experience or recognition of the Civil Service profession as part of the Operational Delivery Profession.