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Client Experience Senior Officer

Salary £31266 - £35813

Location Dundee and Glasgow

Hours Around 37.00 per week

Closing Date 02 December 2021 at midnight

Reference IRC90470E

Employment Type Permanent Employee

The Client Experience Team is a cross functional team investigating feedback, i.e complaints, compliments and suggestions, carrying out redeterminations when the original determination for entitlement have been challenged or assessing and responding to appeal requests. Each element sits independently of the main operational department, this is vital to providing assurance to our clients that these cases are looked at afresh with no pre-conceived outcome.

The Appeals Team/Presenting Officer role will be split between working within the team on our approach to managing the appeals process and the Presenting Officer role.

This position would be ideal for someone who is empathetic, consistently able to put clients first, an effective decision maker and easily able to build trust and rapport.

This is a high-profile and exciting area, with continuing political, public and media interest. The Agency is split across two locations, the headquarters in Dundee and additional location in Glasgow.

Main Duties
The successful candidates will be part of the front line appeals team within the Client Experience Team, you may have responsibility for line managing a number of B1 Client Experience Officers. This will require you to be adaptable and flexible in your approach as our systems and structures are established and the service we provide develops and grows. The main duties are:
• Ensure the Client Experience Officers provide high quality casework to the Scottish Courts and Tribunal Service and meets its deadlines for submitting the core bundle and the Response.
• Assessing and responding to complex appeals based on a set of structured rules and processes, having the ability to identify and investigate if evidence appears missing.
• Carry out the Appeal summary checking process and quality assurance sign off for the Client Experience Officers casework.
• Responding to orders, further advice requests from the Tribunal or additional information from clients.
• Develop and maintain a trusted relationship with the Scottish Government Legal Department and Policy Teams to ensure that all of the team's casework meets the requirements set out in the Social Security (Scotland) Act 2018 and its associated Regulations.
• Carry out the role of the Presenting Office, who must prepare fully for appeals, ensuring full awareness of the facts of each case and the relevant legislations and associated Regulations. You will present complex social security cases for determination at oral appeal hearings before the First-tier Tribunal for Scotland and this may involve travel across Scotland.
• Work alongside the Decision Support Team, to consider when appropriate to seek permission to appeal from the First-tier Tribunal to the Upper Tribunal for Scotland.
• For each Tribunal decision complete a feedback template which will be used to improve performance across the agency.
• Manage changes to policy and processes efficiently and constructively.
• Identify training needs for the Client Experience team – supporting our people to meet their potential.

Qualifications Required
For jobs in Band B & C you must hold a minimum of 3 Highers or equivalent or relevant experience.

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 as stated above, your application will be automatically sifted out.

Essential Criteria
1. Excellent all-round communication skills, written, verbal and presentational skills including explaining difficult decisions and complex information.
2. Proven ability to analyse complex information and evidence accurately whilst using legislation and guidance to present conclusions and recommendations.
3. Ability to take responsibility for own performance including through prioritising and managing a varied and competing workload in order to work effectively and meet deadlines under pressure.
4. Excellent interpersonal skills including the ability to work as part of a team, with a wide variety of stakeholders both internal and external with varying interests and expectations.

More information about the role and how to apply is available at Scottish Government (

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