Planning Officer

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. This includes people on low incomes, disabled people, carers, young people entering the workplace and to help people heat their homes. 

The Client Services Delivery Planning Team are integral to the scheduling and management of our resources within Client Services Delivery (CSD) across all teams within the division.

As a Planning Officer, you will play a crucial role in providing a great service for our clients. This team is integral to the scheduling of our colleagues within Client Services Delivery to ensure we provide a high level of service to clients.

Planning Officers report to Client Services Delivery Planning Managers and support capacity management across the division, in line with operational demands. Planning Officers utilise various tools to accurately forecast and schedule staff to deliver services to clients. Planning Officers may have direct line management responsibility of Planning Advisers and report directly to the Planning Manager.

Responsibilities 
The successful candidate will be part of the Planning team within the Client Services Delivery Division. 

The main duties are:

• Scheduling colleagues to shifts to meet the demand of client contact forecast on telephony and web chat. Considering demand, colleague availability and working patterns. Creating rotational rotas by using management information, incorporating elements such as annual leave and business meetings.
• Forecasting by examining and interpreting historical data to create forecasting models. Predicting future demand trends and accounting for key events.
• Real time management of all client advisors supporting telephony, web chat and processing, maximising capacity across all benefits to achieve service level agreements.
• Engaging with stakeholders of varying grades and responsibilities. Ability to work collaboratively between different teams and areas of the Agency. Assist others incorporating our created tools and rotas.
• Training. Design and deliver training for work force management tool within the team. Upskill colleagues and share knowledge, understanding and best practices.
• Working patterns. Discuss change requests with stakeholders, gather and collate information to inform decision.
• Design, create and maintain leave charts. Understand the leave process and use this knowledge to create bespoke charts for individual departments. 
• Telephony. Occasionally there may be a requirement in answering calls to the absence line in a professional manner, maintaining confidentiality at all times.
• Performance analysis. Produce relevant performance analysis to support operational colleagues.
• Excel. A working knowledge of Microsoft Excel is essential for this role.

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 how we assess the Success Profile elements.

Behaviours

• Communicating and Influencing (Level 2)
• Working Together (Level 2)
• Delivering at Pace (Level 2)
• Making Effective Decisions (Level 2)   

You can find out more about Success Profiles Behaviours here. 
 

Technical/Professional Skills:
You will demonstrate the following skills within the Core ODP Skills - Operational Delivery Profession

• Data and insight (Level Awareness) 
   

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 presentation.

Should a large number of applications be received, an initial sift may be conducted using the CV and Supporting Statement on the first behaviour Communicating and Influencing (Level 2).  Candidates who pass the initial sift will have their applications fully assessed.

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) 
Sift – From 16th December 2025
Interview – w/c 26th January 2026

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 Glasgow or 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

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   

Apply before Monday 15th December at 23:55

Contact Name  - Ian Fennell
Contact e-Mail -