Description Client Services Delivery is the main operational delivery division within Social Security Scotland. Our teams deliver a wide range of benefits and services to those most in need across Scotland. As an Operational Improvement Co-ordinator, you will be part of a team which is responsible for delivering operational change and improvement. In your role you will apply your understanding of the operational environment and systems used, to provide support to a range of stakeholders to successfully implement the design and delivery of benefits in Social Security Scotland. You will support our live operational colleagues to deliver excellent service to our clients and applicants. Working collaboratively, you will assist with a wide range of continuous improvement and future benefit design activities to enhance efficiency and performance of our current and future operation to contribute to the delivery and ongoing development of the service. Responsibilities Responsibilities Monitoring the Operational Improvement team mailboxes seeking to action, delegate or respond to all requests in a timely manner and within agreed timescales. Responsible for capturing and collating defects and issues raised by operational colleagues, triaging these issues as appropriate. You will take ownership of exploring the impact by linking related or similar issues, taking into consideration cross cutting aspects and providing an appropriate resolution to operational colleagues. Identify, link and co-ordinate the reporting of issues, by raising Jira tickets, that require to be actioned or escalated due to their impact on service delivery. Responsible for monitoring progress of response and liaise with relevant stakeholders to progress outcomes. Responsible for ensuring concerns are escalated to Operational Improvement Team Manager when any blockers exist. Review and assess process maps and design documents in order to help shape and influence the design or improvement of products or services. Providing administrative support to the wider Operational Improvement Team, including drafting communications to colleagues and stakeholders using tools such as PowerPoint presentations and work documents. Note-taking at meetings, and updating governance trackers and actions plans, etc. Create and maintain a range of governance documentation including RAID (Risks, Assumptions, Issues and Dependencies) logs. Collaborate with stakeholders, including Chief Digital Office, to gather detailed information around defects and issues to support testing and help reach a resolution. Ad hoc duties that support the delivery of wider team deliverables as required. Qualifications Success Profiles Success profiles are specific to each job, and they include the mix of skills, experience and behaviours candidates will be assessed on. Find out more about how we assess the Success Profile elements Experience: ● Operational/delivery experience of Social Security Scotland benefits is essential. Behaviours: ● Communicating and influencing (Level 1) ● Working together (Level 1) ● Managing a quality service (Level 1) ● Delivering at pace (Level 1) Find out more about Success Profiles Behaviours here. How to Apply Apply online you must provide a CV and a Supporting Statement (of no more than 1000 words), demonstrating how you meet the experience, and behaviours outlined above. If invited for further assessment, this will consist of an interview and assessment. Should a large number of applications be received, an initial sift may be conducted using the CV and Supporting Statement on the advertised Behaviour - Communicating and influencing (Level 1). We aim to provide feedback on request. However, if we receive a large number of applications it 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. Expected Timeline (subject to change) Sifting – w/c 28th July 2025 Interviewing – w/c 11th August 2025 Reserve List In the event that there are more successful candidates than posts available, a reserve list will be kept for up to 12 months. About Us Social Security Scotland is an Executive Agency of the Scottish Government. Our benefits help people from all walks of life in Scotland. We offer rewarding careers and employ people across Scotland in a wide range of professions and roles. We are committed to recruiting a diverse workforce that is representative of the clients we serve. Find more about us here. 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, and we offer a range of flexible working options, depending on the needs of the role. We embrace a hybrid working style where all colleagues will spend time in either our Glasgow or Dundee offices. There is an expectation of a minimum 2 days per week in your assigned location, which will be either 220 High Street, Glasgow or Agnes Husband House, Dundee. If you have specific questions about the role you are applying for, please contact us. Equality Statement Social Security Scotland are committed to equality and inclusion, and we aim to recruit a diverse workforce that reflects the population of our nation. Social Security Scotland are a Disability Confident Employer. We will consider and implement any reasonable adjustments you may require throughout the recruitment process and during the course of your employment, should you be successful in securing a post. If you feel you may require assistance with any part of our recruitment process, please contact us at Recruitment@socialsecurity.gov.scot Find out more about our commitment to diversity and how we offer support and recruitment adjustments for anyone who needs them. Further Information This role is only available to existing permanent civil servants who have successfully completed their probation period within Social Security Scotland, or the broader Scottish Government. 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. The successful candidate will be expected to remain in post for a minimum of 3 years unless successful in gaining promotion to a higher Band or Grade. If you experience any difficulties accessing our website or completing the online application form, please contact the Resourcing Team via recruitment@socialsecurity.gov.scot Apply before: Thursday 24th July at 23:55 Contact Name: Resourcing Team Contact E-Mail: recruitment@socialsecurity.gov.scot