Client Advisor - Glasgow - Fixed Term Appointment - Social Security Scotland

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.

You can read more about the Client Advisor role and can read three Q&A transcripts from existing and previous Client Advisors speaking about their experiences here.

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 the framework here.

For this post, the following Success Profile elements will be assessed: 

Behaviours 

• Managing a Quality Service (Level 1)
• Working Together (Level 1)
• Communicating and Influencing (Level 1)

You can find out more about Success Profiles Behaviours here. 

How to Apply
Apply online, you must provide a CV and S