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- Tasks: Support clients in applying for benefits through calls, web chat, and emails.
- Company: Join Social Security Scotland, making a difference in people's lives.
- Benefits: Flexible working hours, comprehensive training, and a supportive team environment.
- Why this job: Help others while developing your communication skills in a dynamic role.
- Qualifications: Excellent communication skills and a passion for helping people.
- Other info: Opportunity for career growth within the Civil Service.
The predicted salary is between 24000 - 28000 £ per year.
As a Client Advisor for Social Security Scotland, you will make a real difference to the people across Scotland by supporting them to apply for our benefits. Client Advisors need to have excellent communication skills to engage with people, primarily through telephone calls, but also through web chat, letter and email, providing a friendly and high standard of service. Client Advisors play a crucial role directly interacting with clients, ensuring they have the support to access the benefits they are entitled to and are treated with dignity, fairness and respect.
Client Services Delivery is the operational business area within Social Security Scotland that ensures clients receive the financial support they need via devolved grants and benefits. Working in Client Services Delivery requires flexibility and is demand driven, therefore may involve working in different benefit areas, at different times. Most of your time will be spent providing direct support to clients through full days of answering telephone queries or responding on webchat. The remaining time you will be processing applications. It is a performance driven environment where we all work to provide the best service we can to our clients.
In this role you will be joining the Operational Delivery Profession which is a recognised Civil Service profession and the largest profession within Social Security Scotland. As a client facing organisation, delivering benefits to the people of Scotland, being part of the profession recognises the important role you will undertake. If you are someone who enjoys helping others, communicates clearly and compassionately, and thrives in a client‑facing, phone‑focused environment, we would love to hear from you. This is a Fixed Term Appointment opportunity for approx. 6 months with the possibility of extension or permanency depending on business requirements.
Responsibilities
Are you someone who takes pride in helping others, communicates with confidence, and enjoys a role where no two days are the same? As a Client Advisor you will spend much of your time handling incoming and outgoing calls, supported by online channels such as webchat and email. You’ll balance this with focused time processing applications and managing important client information. Here’s what you will bring to the role and what you will be doing day to day:
- You will provide professional, accurate support to clients through inbound and outbound calls, ensuring every interaction is friendly, clear and helpful.
- You will communicate confidently across multiple channels, including webchat and email while offering a consistent and high-quality service.
- You will process client applications efficiently, checking details carefully, ensuring all necessary information is provided, and keeping cases moving smoothly.
- You will manage key client actions, including processing payments, updating case notes, responding to requests and coordinating appointment bookings.
- You will maintain accurate, up to date records and support the creation of client letters and documentation.
- You will handle sensitive and personal information with complete confidentiality, safeguarding client and colleague data at all times.
- You will contribute to service improvement by recording client feedback and helping to resolve or escalate queries and complaints appropriately.
- You will work collaboratively within a wider team, supporting colleagues and Team Managers to deliver an effective, high-quality service for every client.
How To Apply
Apply online, you must provide a CV and Supporting Statement (of no more than 750 words) which provides evidence of how you meet the Success Profiles above. Your CV should consist of your career history including any key achievements in each role. Your CV will be used to provide further context on your Supporting Statement and scored against the success profile elements listed. The Supporting Statement should be aligned to and demonstrate how you meet the skills and experience set out in the behaviours, detailed in the job description.
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.
Should a large number of applications be received, an initial sift may be conducted using the CV and Supporting Statement on the first Behaviour - Managing a Quality Service (Level 1).
Expected Timeline (subject to change)
- Closing Date – 13th April 2026 at 23:55
- Online Test – from 15th April 2026
- Sift – from 29th April 2026
- Interviews – from 25th May 2026
- Expected Start Date – September 2026
We aim to issue final results within 3 weeks of the final interview taking place.
Training Requirements
You will receive full and comprehensive training which will be up to 6 weeks and will be a mixture of at home and in office learning. The mandatory training period is full time (Monday to Friday) and therefore successful candidates would be required to make themselves available for this period, prior to commencing agreed alternative working patterns for consolidation after training.
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.
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. You may be required to work set start and finish times between 8 a.m. and 6 p.m. to ensure we have the right levels of resource in place to meet client demand. We embrace a hybrid working style where all colleagues will spend time in our Dundee office. You are required to work a minimum of 2 days per week in your assigned location, which will be Dundee.
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).
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.
Client Advisor - Dundee - Fixed Term Appointment - Social Security Scotland employer: Social Security Scotland
Contact Detail:
Social Security Scotland Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Client Advisor - Dundee - Fixed Term Appointment - Social Security Scotland
✨Tip Number 1
Get to know the role inside out! Familiarise yourself with the responsibilities of a Client Advisor and think about how your skills match up. This will help you shine during interviews and show that you're genuinely interested in making a difference.
✨Tip Number 2
Practice your communication skills! Since you'll be engaging with clients over the phone and through web chat, try role-playing with a friend or family member. This will help you feel more confident and ready to provide that friendly, high-quality service.
✨Tip Number 3
Don’t forget to showcase your flexibility! The job requires adapting to different benefit areas, so think of examples from your past where you've successfully handled change. This will demonstrate your ability to thrive in a dynamic environment.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, keep an eye on your emails for updates and don’t miss out on any workshops we’re hosting to help you prepare for the process.
We think you need these skills to ace Client Advisor - Dundee - Fixed Term Appointment - Social Security Scotland
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Client Advisor role. Highlight your communication skills and any relevant experience that shows you can provide a friendly and high-quality service. We want to see how you’ve made a difference in previous roles!
Craft a Compelling Supporting Statement: Your Supporting Statement is your chance to shine! Use it to demonstrate how you meet the Success Profiles outlined in the job description. Be specific and give examples of how you've managed quality service and worked collaboratively.
Be Honest and Authentic: While AI tools can help, make sure everything you submit is genuine and reflects your own experiences. We value authenticity, so don’t try to present someone else’s ideas as your own. Keep it real!
Apply Through Our Website: Don’t forget to apply through our website! It’s the easiest way for us to receive your application and ensures you’re considered for the role. Plus, you’ll find all the info you need about the process there!
How to prepare for a job interview at Social Security Scotland
✨Know Your Stuff
Before the interview, make sure you understand the role of a Client Advisor and the services provided by Social Security Scotland. Familiarise yourself with the benefits system and think about how you can help clients navigate it. This knowledge will show your genuine interest in the position.
✨Practice Your Communication Skills
Since this role involves a lot of client interaction, practice clear and friendly communication. You might want to do mock interviews or even record yourself answering common questions. Focus on being concise yet informative, as you'll need to convey important information effectively.
✨Show Empathy and Understanding
During the interview, highlight your ability to empathise with clients. Share examples from your past experiences where you've helped others, especially in challenging situations. This will demonstrate that you can treat clients with dignity and respect, which is crucial for this role.
✨Prepare for Scenario Questions
Expect situational judgement questions that assess how you'd handle specific client scenarios. Think about potential challenges you might face as a Client Advisor and prepare your responses. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly.