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Client Support Team Leader - Dumfries and Galloway

Job summary

£30652 - £35110
Dumfries and Galloway
Around 37.00 per week
Closing Date
07 December 2020 at midnight
Employment Type
Permanent Employee

We are currently seeking applications for Client Support Team Leader within Social Security Scotland based in Dumfries and Galloway. 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.

This role sits within Social Security Scotland, an Executive Agency of the Scottish Government.
Our Local Delivery Teams will provide an accessible, person-centred, face-to-face service. We believe that Social Security is a human right and we are working to make sure people get what they are entitled to whilst being treated with dignity, fairness and respect.
This role will be based in Dumfries and Galloway, where we will have at least 2 locations (in Dumfries and Stranraer town centres) and numerous outreach locations from which our Local Delivery face-to-face services will be provided. Extensive travel across Dumfries and Galloway will be required to meet the needs of our clients and the service. In addition, travel to our headquarters and administrative bases in Dundee and Glasgow will be required on occasion.
This role provides an exciting opportunity to lead and develop the face-to-face service that will support clients who need it, when they need it, through outreach, home, hospital or prison visits.
The opportunities in this role varies from leading and developing a team of mobile Client Support Advisors, providing day-to-day operational support, engagement with our stakeholders and partners, supporting the uptake of Social Security Scotland benefits client experience, to delivering a positive client experience.
This position would be ideal for someone who can work independently, has excellent inter-personal skills, leads by example, is passionate about people and is focused on providing an excellent service to Scotland's citizens.

Qualifications Required
For jobs in Band B & C you must hold a minimum of 3 Highers or equivalent or proven experience of managing a client-facing team and delivering excellent customer service.
Other qualifications equivalent to these may also be acceptable, if you are in any doubt please contact to discuss.
Please note: If you fail to demonstrate how you meet the minimum qualifications or suitable experience as stated above, your application will be automatically sifted out.

Essential Criteria
When applying for this job, using the STAR approach is recommended. You can find more information on STAR by reading the Additional Information page for this job on our recruitment website at: https://www.socialsecurity.gov.scot/work-with-us.
1. Demonstrate you consistently meet the needs of clients by inspiring those around you to provide excellent service delivery
2. Experience of managing, leading and developing colleagues to reach their full potential
3. The ability to build, develop and maintain good working relationships with internal and external partners, to enhance client experience
4. Strong organisational skills with the ability to work on your own initiative using robust information from a variety of sources, whilst initiating and leading change

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 by which you can undertake the interview/assessment if selected. Interviews will be conducted via WebEx. 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.

Further Information
Work for Scotland part:
For further information on this vacancy please download and review the "Person Specification and Further Information for Job Applicants" which you will find below. To apply, you must fully complete and submit an online application via this website before the closing date. To learn more about this opportunity, please contact us at the following email address: SocialSecurityLDrecruitment@gov.scot.   

If you experience any difficulties accessing our website or completing the online application form, please contact the Resourcing Team via recruitment@gov.scot.

Apply for this job

You should read each of the Essential Criteria and think about a time or an example that can help demonstrate your knowledge/skills. Remember, this must be evidence based and your answers should be clear, concise and reflect what actions you undertook. You may want to use the STAR(R) approach to respond to each criterion.

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