Operational Support Lead

Client Services Delivery is the main operational division of Social Security Scotland, responsible for ensuring clients receive the financial support they are entitled to through Scotland’s devolved benefits and grants.

As the C1 Operational Support Lead, you will report to the Head of Operations, Performance, Quality & Planning and provide leadership to a small Business and Operational Support team across Glasgow and Dundee. You will be responsible for delivering a high-quality, responsive support service, enabling senior leaders to effectively discharge their responsibilities and ensuring the efficient coordination of activities across the division.

This is a high-profile role which is both varied and fast-paced. It is suitable for a confident individual who can be adaptable, flexible and able to work independently whilst leading a team. Ongoing political, public and media interest means this is a challenging role requiring strong organisational skills to prioritise competing and numerous demands.

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.

Responsibilities

Leadership & Line Management

• Lead the Business & Operational Support function, including line management of the B3 Business Support Manager, role-modelling organisational values and behaviours while fostering a high-performing, inclusive culture built on fairness, dignity and respect.

• Provide clear direction, effective communication and consistent leadership across teams and locations, setting objectives and performance expectations to ensure the delivery of a high-quality, customer-focused service.

• Promote colleague wellbeing, engagement and professional development through coaching, support and constructive challenge, building capability and driving continuous improvement.

Divisional Governance & Finance

• Lead and coordinate divisional governance arrangements, providing strategic business support to the Client Services Delivery Senior Leadership Team, ensuring compliance with organisational policies and corporate requirements. This includes oversight of risk registers, governance processes, audit activity, meeting action tracking, business planning, management of delegated budgets, and the coordination of the completion of annual corporate assurance returns.

Resourcing and Recruitment

• Lead the coordination of recruitment activity across the division, ensuring adherence to organisational policies, agency guidance and workforce planning requirements.

• Support managers with recruitment processes, approvals and governance requirements.

• Work collaboratively with HR and recruitment teams to ensure timely and effective resourcing solutions while monitoring recruitment activity, providing reporting and insights to support workforce planning and resource management.

Stakeholder & Partnership Working

• Act as a key liaison between the division and corporate functions, including the governance and parliamentary teams, estates, resourcing, on-boarding and learning. Ensure effective partnership working and alignment with organisational priorities.

• Build and maintain positive relationships with internal and external stakeholders to support operational delivery and strategic objectives.

Communication & Engagement

• Coordinate divisional communication & engagement activities, ensuring key messages are produced to a high standard, communicated effectively and consistently across the organisation.

• Develop and manage communication plans in support of business priorities, change initiatives and operational activities.

Success Profiles

We use an assessment framework called ‘Success Profiles’ which lists the elements we test and provides detailed descriptions of each. Find out more about the framework here.

For this opportunity, the following Success Profile elements will be assessed:

Behaviours:

• Leadership – (Level 4)
• Seeing the big picture – (Level 4)
• Making effective decisions – (Level 4)

You can find out more about Success Profiles Behaviours here

Technical / Professional Skills:

• Connections and Communication (Practitioner)

Further information about these skills can be found  ODP Competency framework | SSS - Social Security Scotland.

How to apply

Please apply online, providing a Supporting Statement (of no more than 750 words) providing evidence of how you demonstrate the Success Profiles noted above.

Please note that a CV is not required for this opportunity.

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 you are interested in this opportunity, you should seek permission from your manager and C-band manager before applying on a level transfer (TLT) basis.If applying on Temporary Promotion you should inform your manager and C-band manager from the outset of your intention to apply. If successful in your application, your release must be agreed by your line manager and C-band manager or relevant unit head.

Please note that the post is only open to individuals who have satisfactorily completed their probationary period.

Please check here for full eligibility rules.

Dates to Remember

Statement submitted by: 23:55 on Monday 7th September 2026.

Informal chats: W/C 21 September 2026.(This may be subject to change)

Duration of Temporary Opportunity

This opportunity is for 7 months (with a possible extension).

Hybrid Working

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 Glasgow or Dundee.

Further Information

This role is only available to existing permanent civil servants who have successfully completed their probation period within Social Security Scotland, Scottish Government Main or Common Citizenship organisations. Please note that applicants from Common Citizenship organisations may apply only on a promotion basis and not via a level transfer.

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.

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

If you have any questions about the role please contactJeni Milne at Jeni.Milne@socialsecurity.gov.scot

This listing was sourced from 4dayweek.io.