At a Glance
- Tasks: Support clients in understanding and accessing their benefits through face-to-face interactions.
- Company: Join Social Security Scotland, a vital agency serving communities across Scotland.
- Benefits: Flexible working hours, inclusive environment, and opportunities for personal growth.
- Other info: Travel across local areas and work in a supportive team environment.
- Why this job: Make a real difference in people's lives while gaining valuable experience.
- Qualifications: Strong communication skills and a passion for helping others.
The predicted salary is between 31500 - 38500 £ per year.
To serve the people of Scotland, Social Security Scotland needs to ensure access to our support services within local communities across Scotland. This job is an exciting opportunity to deliver a face-to-face service to support clients across West Lothian. There will be 1 post on offer. This post will be based within West Lothian. In all instances, the successful candidate must be prepared to travel and work across neighbouring Local Authority areas to meet client demand. In this instance, this will be the Edinburgh, Midlothian and East Lothian Local Authority areas. On occasion you may have to cover the Scottish Borders area.
As a Client Support Advisor, you will build rapport and help people understand the benefits they may be entitled to and how to access them through tailored one-to-one support. Every day will be different, but one thing will always be the same – you will treat all clients with dignity, fairness and respect. To do this you will be an ambassador for Social Security Scotland and provide a visible presence across the local area.
Responsibilities- You will have excellent communication skills to listen to clients and clearly explain the benefits they may be entitled to, helping them to complete online and paper applications.
- You will have good attention to detail to support clients through the application process and any follow-up actions relating to their case.
- We need you to be motivated, with the ability to travel to carry out home and outreach visits.
- You need to be able to work independently as well as part of a team.
- You will need to be independent and confident managing your own workload and diary to make the most of your day.
- You will provide accurate advice to our clients; personally escape complex enquiries and complaints and signpost clients to additional support they may be entitled to.
- You will work in a shared environment with other agencies, so you need to be someone who can create and maintain strong relationships with local bodies to continuously improve the quality of our service.
- You will deal with clients sensitively and appropriately and uphold our values of dignity, fairness and respect.
- We will look to you to make sure services are provided on a value for money basis.
- We will need you to abide by data protection regulations and make sure personal and sensitive information is secure at all times.
- You will be expected to have awareness of the benefits Social Security Scotland deliver and to signpost to other support organisations when appropriate. Relevant training will be provided.
We use an assessment framework called ‘Success Profiles’ which lists the elements we test and provides detailed descriptions of each. For this post, the following Success Profile elements will be assessed:
- Technical / Professional Skills
- Operational Leadership and Management - Level Awareness
- Data and Insight - Level Awareness
- Communicating and Influencing - Level 2
- Making Effective Decisions - Level 2
- Changing and Improving - Level 2
The Client Support Advisor role will involve travel across the assigned location in which you are based, working from multiple locations in the local community. Client Support Advisors will primarily be supporting clients in their own home or via outreach visits at Local Delivery Partnership offices or other agreed community locations. Some appointments may also be conducted remotely via telephone or video call. There may also be occasions where travel to our main Social Security Offices in Agnes Husband House Dundee and 220 High Street Glasgow is required.
This role requires extensive travel across the Local Authority area(s) therefore a driving licence is desired to ensure that client appointments can be effectively scheduled and resourced. Whilst it is not mandatory to hold a valid driving licence, access to regular and efficient public transport must be readily available to fulfil our commitment to support clients across the local community and Client Support Advisors would be expected to use the most efficient option available.
Security ChecksSuccessful 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).
Equality StatementSocial 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.
Right to Work in the UKSocial Security Scotland is an approved sponsor under the UK Visa and Immigration (UKVI) Skilled Worker route. Please note that UK immigration guidance, including skill and salary thresholds and eligible occupations, is reviewed regularly and subject to change.
Further InformationThe 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.
B1 - Client Support Advisor - West Lothian - Social Security Scotland in Bathgate employer: Social Security Scotland
Social Security Scotland is an exceptional employer dedicated to making a positive impact on people's lives while fostering a supportive and inclusive work environment. As a Modern Apprentice in Dundee, you will benefit from comprehensive training, gain valuable experience in the civil service, and have access to opportunities for personal and professional growth, all while contributing to the vital mission of delivering social security benefits across Scotland.
StudySmarter Expert Advice🤫
We think this is how you could land B1 - Client Support Advisor - West Lothian - Social Security Scotland in Bathgate
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Social Security Scotland. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Social Security Scotland before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace B1 - Client Support Advisor - West Lothian - Social Security Scotland in Bathgate
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Social Security Scotland:Your cover letter is your chance to shine! Tell us why you want to work at Social Security Scotland specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Social Security Scotland!
How to prepare for a job interview at Social Security Scotland
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
