The posting
Job Description
Job Title - Team Leader
Business Area/Directorate - SAAS
Location - Saughton House
Working Arrangement – Staff in roles compatible with hybrid working should spend 40% of their contracted working time working in person at their contractual workplace. More information can be found within Hybrid Working Policy
Grade - B1
Advert type - Temporary Promotion or Level Transfer
Duration - 12 months
Eligibility - Applications are invited from eligible staff at A band promotion and B band lateral move for this vacancy
Sponsorship: Skilled Worker sponsorship is not available for this role. As a result, we are unable to appoint candidates who require Skilled Worker sponsorship now or in the future. Applicants must have an existing and ongoing right to work in the UK.
Job description
As a Team Leader within SAAS Operations, you will play a vital role within our Contact Centre team.
In this diverse and challenging role, you will be customer focused, helping colleagues deliver an accurate and effective service to students via our Telephony and Webchat communications platform.
You will work closely with management colleagues to manage competing priorities and differing demands within a fast paced environment.
Your primary objective is to support and develop colleagues, ensuring expected quality standards are achieved whilst championing continuous improvement and customer service.
Responsibilities
Key Responsibilities
- Building relationships with customers.
- Ability to manage difficult situations in a calm and professional manner
- Prepared to react quickly and professionally to situations, some of which may be unexpected.
- Comfortable in dealing sensitively and professionally with people from all walks of life; many of whom may be vulnerable and under stress.
- Communicates and collaborates effectively across teams.
Success Profile
Success profiles are specific to each job and they include the mix of skills, experience and behaviours candidates will be assessed on, you should provide evidence of how you meet these in your statement.
Behaviours - Level 2
- Connections and communication. Communicates and builds relationships across teams to deliver excellent service, quality and performance. Works with others in collaboration to share information constructively. Encourages feedback and creates a secure and safe environment where good communication and relationships can thrive.
- Delivery and decision making at pace. Makes timely decisions, seeking the views of others where necessary and is confident to make recommendations considering the implications. Works at pace, responding flexibly to emerging priorities and manages their own workload effectively.
You can find out more about Success Profiles Behaviours, here: Behaviour levels - Success profiles: candidate guide
Working pattern
This role is a temporary position with an expected commitment of 12 months
This post is a full-time role, but we welcome applications from staff with different working patterns, proposed working patterns will be assessed against the business requirements for this post.
Our standard hours are 35 hours per week and we offer a range of flexible working options depending on the needs of the role, including Flexi-leave. Scottish Government staff in hybrid-compatible roles should aim to work in-person 40% of the time, either in an office or other agreed work location.
Qualifications
Further Information
Further information about this opportunity is available from [email protected]
How to Apply
Please submit an Expression of Interest (maximum 500 words) outlining your suitability for the role, relevant skills and experience, and what you would bring to the team. Please align this to how you meet the behaviours, experience and technical skills listed in the Success Profile above.
Vacancies close at 23:59pm on Tuesday 17 November.
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 a light-touch interview with the hiring manager and another panel member, scheduled for w/c 30 November, however this may be subject to change.
Temporary Promotion (If Applicable)
Please click the link to access further guidance and information on overview and eligibility Temporary promotion
Recruitment Principles As a government organisation, we adhere to the Civil Service Commission Recruitment Principles and we investigate any complaints received in relation to recruitment cases.
About Us SAAS is an executive agency of the Scottish Government and responsible for assessing and paying student awards for Scottish domiciled students in Higher Education throughout the UK and has recently taken on Further Education Student Support. SAAS supports approx. 160,000 students annually with the administration circa £1.5 billion of financial support. We are committed to recruiting a diverse workforce that is representative of the clients we serve.
More information on SAAS can be found on our website https://www.saas.gov.uk
The Scottish Government is the devolved government for Scotland. We have responsibility for a wide range of key policy areas including: education, health, the economy, justice, housing and transport. We offer rewarding careers and employ people across Scotland in a wide range of professions and roles.
Our staff are part of the UK Civil Service, working for Ministers and senior stakeholders to deliver vital public services which improve the lives of the people of Scotland.
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. This role requires in person attendance of 6 days per month minimum with more regular attendance as required to support the leadership and strategic direction of the team. We offer a range of flexible and hybrid working options depending on the needs of the role. Flexible working patterns will be considered in line with business needs.
SAAS has separate arrangements from core Scottish Government for Public and Privilege holidays. SAAS office is fully closed between Christmas and New Year.
Security Checks Successful candidates must complete the Baseline Personnel Security Standard (BPSS), before they can be appointed. BPSS is comprised of four main pre-employment checks – Identity, Right to work, Employment History and a Criminal Record check (unspent convictions).
You can find out more about BPSS on the UK Government website, or read about the different levels of security checks in our Candidate Guide.
Equality Statement We are committed to equality and inclusion and we aim to recruit a diverse workforce that reflects the population of our nation.
Find out more about our commitment to diversity and how we offer and support recruitment adjustments for anyone who needs them.
Further Information 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.
If you experience any difficulties accessing our website or completing the online application form, please contact the Resourcing Team via [email protected]
Apply before: 17/11/2026 (23:59). This role is open to internal candidates and Common Citizenship organisations only.
