Job Description

Social Security Scotland are looking for colleagues to join their Payment Resolutions Team. Do you have good attention to detail? Are you looking for a role which would involvespeaking with our clients to make sure that they are getting the correct payments? Do you like to work in an environment that is always looking for ways to continually improve their service to our clients? If so, our Payment Resolutions Officer role could be a great fit for you.

Based within Finance, the fast-paced and rewarding Payment Resolutions Team are recruiting for new colleagues to join the team. The team is responsible for ensuring the right clients are paid the right amounts, at the right time. This is done through constant monitoring and analysing of all payments and supporting the Operational team in remediating payment exceptions.

As a Payment Resolutions Officer, you will undertake tasks to identify failed and erroneous payments, providing a resolution for the client and ensuring they are paid the correct values in a timely manner. You will review banking to identify returned payments, review client profiles for errors in banking evidence, complete manual payments for where system issues prevent correct payments and recall payments to prevent incorrect payments. Contacting clients over the telephone to gather new bank details to allow payment is also an integral part of the role.

Responsibilities

• Investigating and correcting payment errors.
• Maintaining Excel trackers and documents to ensure accurate information is held for reporting purposes.
• Engaging with clients in writing or over the phone to aid in identifying payment errors and finding a resolution.
• Engaging with internal and external stakeholders to request actions be completed in preventing and rectifying payment errors.
• Providing technical insight to working groups and stakeholders, collaborating with model office to understand error risk and identify mitigation.
• Accurately recording error causes and classification for trend analysis and contributing to identification of candidates for continuous improvement.
• Supporting pilot exercises and benefit launches to identify the best methods of delivering services.

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

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

Technical / Professional Skills:
You will demonstrate the following skills within the Finance Profession Capability Framework

• Working with Data in Finance: Data Analysis – Working Level required
  - Applies knowledge of relevant data analysis packages and methodologies in conjunction with strong analytical skills to examine varied sources of information in order to support decision making.

Experience:

• Experience of gathering information and data through a variety of contact methods.

Behaviours:

• Changing and Improving – Level 2 - Seek out opportunities to create effective change and suggest innovative ideas for improvement. Review ways of working, including seeking and providing feedback.
  
• Making Effective Decisions – Level 2 - Use evidence and knowledge to support accurate, expert decisions and advice. Carefully consider alternative options, implications and risks of decisions
  
• Managing a Quality Service – Level 2 - Deliver service objectives with professional excellence, expertise and efficiency, taking account of diverse customer needs.
  
• Seeing the Bigger Picture – Level 2 - Understand how your role fits with and supports organisational objectives. Recognise the wider Civil Service priorities and ensure work is in the national interest.

You can 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) which provides evidence of how you meet the Success Profiles 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.

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.

Information Session
We are holding a candidate information session to provide you with information about the application and interview process, as well as further information on the role and team.

The session will be held on Friday the 5th June between 11:00 - 12:00

Please join us by clicking here

Expected Timeline (subject to change)
Sifting: - between 17th – 26th June
Assessment: -(via email) Tuesday 14th July
Interview: - from Wednesday 15th July via Teams

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 Enterprise House, Dundee or 220 High Street, Glasgow. 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 and support 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 16th June 2026 at 23:55

Contact Name - Tarig Brady
Contact e-Mail - Tarig.brady@socialsecurity.gov.scot