Description Are you passionate about improving internal processes and delivering exceptional service to both colleagues and external stakeholders? This is a caseworker role based within the Student Awards Agency for Scotland (SAAS) Operations within our Specialist Support Team. The Team’s purpose is to provide a high-quality, customer-focused support to students who may require additional help navigating the student funding process. The main aim of the role is to ensure these students receive clear, comprehensive guidance and support throughout their learner journey, helping them access the funding they’re entitled to. Responsibilities Responsibilities Assess the eligibility of students with complex backgrounds e.g. care experienced, estranged for the various SAAS funding packages, by interpreting the student funding support rules and regulations, being considerate of the sensitive nature of their backgrounds and seeking the advice of senior managers and/or Policy colleagues as required. Review sensitive information, such as social work reports, Home Office documentation, and gender recognition certificates, ensuring data protection principles are followed at all times and that any requests are dealt with sensitively. Proactively communicate with internal and external stakeholders, ensuring this particular group of students are fully supported during their learner journey. Manage escalated cases from our Contact Centre ensuring they are actioned swiftly. Contact the student directly by phone or email and ensure that their enquiry is fully answered in a timely, sensitive, and professional manner. Keep up to date on all operational policy and procedural changes whilst ensuring that any errors or gaps in guidance or policy are raised through the appropriate channels in a timely manner. Lead on the assessment of applications resulting from emerging, developing or significantly changed policies, feeding into reports to senior colleagues on implications and difficulties and suggesting operational solutions for consideration. Qualifications Success profile Success profiles are specific to each job and they include the mix of skills, experience and behaviours candidates will be assessed on. Technical / Professional Skills: Connections and communication with stakeholders - Working Level. Adaptability to change - Awareness Level. Delivery and decision making as pace - Awareness Level. You can find out more about the skills required here Experience A good knowledge of the student funding support rules and regulations to assess or reject a student for SAAS funding. Behaviours: Managing a quality service – Level 2. You can find out more about here How to apply Apply online, providing a CV and Supporting Statement (of no more than 1000 words ) which provides evidence of how you meet the skills, experience and behaviours listed in the Success Profile 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. If invited for further assessment, this will consist of an interview and job simulation exercise. Assessments are scheduled for w/c 3 November 2025 however this may be subject to change. About us The Student Awards Agency Scotland (SAAS) is an Agency of the Scottish Government responsible for the assessment and payment of student financial support for Scottish Students studying within the UK. SAAS administer budgets of around £1.4 billion each year, making payments to both higher education institutions and over 190,000 students a year. We are committed to recruiting a diverse workforce that is representative of the clients we serve. Our staff are part of the UK Civil Service, working for Ministers and senior stakeholders to deliver vital public services which improve the lives of the people of Scotland. 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. We offer a range of flexible and hybrid working options depending on the needs of the role. If you have specific questions about the role you are applying for, please contact us. Please note, SAAS have separate public holiday arrangements and are fully closed between Christmas and New Year. Security checks Successful candidates must complete the Baseline Personnel Security Standard (BPSS), before they can be appointed. BPSS is comprised of four main pre-employment checks – Identity, Right to work, Employment History and a Criminal Record check (unspent convictions). You can find out more about BPSS on the UK Government website, or read about the different levels of security checks in our Candidate Guide. Equality statement We are committed to equality and inclusion and we aim to recruit a diverse workforce that reflects the population of our nation. Find out more about our commitment to diversity and how we offer and support recruitment adjustments for anyone who needs them. Further information 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. Apply before: 25 September 2025 (23:59) This role is open to internal candidates only.