At a Glance
- 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.
- Other info: Opportunity for career growth within the Civil Service.
- Why this job: Help others while developing your communication skills in a dynamic role.
- Qualifications: Excellent communication skills and a passion for helping people.
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
Social Security Scotland is an exceptional employer, offering a supportive and inclusive work environment where employees can make a meaningful impact on the lives of individuals across Scotland. With a commitment to employee growth, comprehensive training, and flexible working options, including a hybrid model in the vibrant city of Dundee, we ensure that our Client Advisors thrive both personally and professionally while delivering high-quality service to those in need.
StudySmarter Expert Advice🤫
We think this is how you could land Client Advisor - Dundee - Fixed Term Appointment - Social Security Scotland
✨Dive into Local Community Groups
Social work thrives on community connections, so get involved in local groups or forums specific to your interests. Whether it’s volunteering at local shelters or joining community action boards, these are great ways to boost your visibility and make direct contacts that could lead to opportunities like the one at Social Security Scotland.
✨Attend Social Work Events and Workshops
Keep an eye out for workshops, seminars, or conferences in social work. These events are fantastic for meeting professionals in the field, learning about emerging trends, and spotting job openings. Plus, you might just bump into someone from Social Security Scotland!
✨Showcase Your Passion and Expertise
Use platforms like Instagram or LinkedIn to share your journey and insights into the social work sector. Whether it’s writing about your experiences or sharing relevant articles, this helps to establish you as an engaged professional. Potential employers, like Social Security Scotland, will notice your enthusiasm!
✨Leverage Your Network
Don’t hesitate to reach out to professors, mentors, or even past colleagues who are in social work. They might have inside knowledge about openings at Social Security Scotland or be able to connect you with someone who’s hiring. Networking is key, especially in a full-time role where relationships matter.
We think you need these skills to ace Client Advisor - Dundee - Fixed Term Appointment - Social Security Scotland
Some tips for your application 🫡
Show Your Passion for Social Work:In your cover letter, let us see your passion for social work shine through! Talk about the experiences that made you want to pursue this career—whether it’s volunteering, personal experiences, or academic projects. We want to know why this field matters to you.
Emphasise Relevant Qualifications:Make sure your CV highlights any relevant qualifications, like degrees in social work or certifications like a DBS check. If you've done any workshops or training, don’t forget to include those as well. We're keen to see your commitment to your professional development!
Detail Your Experience with Clients:Since this is a hands-on field, detailing any direct experience you have with clients is crucial. Whether it's internships, volunteer roles, or previous jobs, highlight those experiences in your CV to show us you've got the practical skills necessary for the job!
Tailor Your Application to Social Security Scotland:Before hitting send, make sure to tailor your application specifically to Social Security Scotland! Research our mission and values, and refer to them in your cover letter. This shows us that you understand our work and are genuinely interested in being a part of our team!
How to prepare for a job interview at Social Security Scotland
✨Understanding the Role of Empathy
In social work, understanding and demonstrating empathy is key. Be prepared to share personal experiences or scenarios where you effectively showed compassion and support. This helps show that you genuinely care about the well-being of others, which is crucial in social work.
✨Demonstrating Knowledge of Frameworks
Familiarise yourself with the frameworks and models used in social work, such as the Strengths-Based Approach or the Ecological Perspective. Be ready to discuss how these frameworks apply to your work, especially if you can tie them into real-world examples or case studies you've encountered.
✨Showcasing Your Multi-Disciplinary Skills
In a full-time social work role, you'll often collaborate with healthcare professionals, educators, and law enforcement. Be prepared to describe your teamwork experiences and how you've effectively communicated with other disciplines to achieve the best outcomes for clients.
✨Preparing for Scenario-Based Questions
Expect questions that put you in hypothetical social work situations, such as dealing with a crisis or managing a complex case. Think through your thought process for these scenarios beforehand, considering how you'd assess the situation and what steps you'd take, as this demonstrates your critical thinking and problem-solving abilities.
