Client Support Adviser

  • Full time or Part time
  • £26,155 – £29,192
  • Multiple locations across Scotland – full information in further Information pack
  • Closing 2nd March 2021


  • Advertised from 11th February 2021
  • Permanent. Full and part time hours are available.
  • IRC86264

Role

We are currently seeking applications for numerous Client Support Advisers within the Social Security Agency based in various locations within Scotland (for further information on locations please see additional information).

Social Security Scotland is an Executive Agency of the Scottish Government. In Scotland we have a number of devolved benefits, and it’s our responsibility to ensure that they are managed correctly and fairly, delivering these benefits to the 1.4 million people who rely on them.

Dignity, fairness and respect are at the core of everything we do. We demonstrate these values by making our work as transparent and accountable as possible.

We are committed to recruiting a diverse workforce that is representative of the clients we serve. Our benefits will help people from all walks of life in Scotland and it is crucial our workforce reflects this diversity.

Within Social Security Scotland, we aim to develop a positive and inclusive culture which supports our people to flourish. We do this by embedding a working environment where we all treat each other with dignity, respect and recognise each other’s contributions.

Colleagues of Social Security Scotland work in a diverse, supportive environment. In certain roles staff use flexible working. We are happy to consider your application if you wish to work part-time. You will have a minimum five weeks of annual leave (pro rata) in addition to public and privilege holidays. Roles within Scottish Government allow for a number of other benefits including individual support from managers through monthly conversations and a strong mentoring scheme. All staff are given a workstation assessment so that we can make you as comfortable as possible in your new role by putting in place any reasonable adjustments you may require.

In addition to our headquarters in Dundee and administrative base in Glasgow, we will be delivering our services from within local communities across Scotland. This role provides an exciting opportunity to deliver a face to face service that will support clients who need it, when they need it, through outreach, home, hospital or prison visits, telephone and video calls.

As a Client Support Adviser you will provide clients with one-to-one support and help them understand which devolved benefits they are entitled to, help them complete online and paper applications, support people through the process and any follow up actions relating to their case, including signposting clients to other sources of support and advocacy when required.

This position would be ideal for someone who can work independently, has excellent inter-personal skills, is passionate about people and is focused on providing an excellent service to Scotland's citizens.

Main Duties

  • Actively listen to and provide clients with excellent one-to-one support, help them understand which devolved benefits they are entitled to, help complete online and paper applications, support people through the process and any follow up actions relating to their case.
  • Manage your own workload and diary to optimise your day, securing personal information and ensuring value for money.
  • Act as a role model who demonstrates Social Security Scotland’s values; ensuring that clients are dealt with sensitively, appropriately and with dignity, fairness and respect.
  • Actively engage and build trust with statutory, community, voluntary and other organisations to raise awareness and promote the uptake of benefits in order to maximise household incomes.
  • Ability to work in a shared environment, and maintain strong and effective working relationships with local services to continuously improve the quality of our service based on clients’ experience.
  • Provide accurate advice, personally escalate complex enquiries and complaints and signpost clients to additional support they may be entitled to as appropriate.
  • Ability to keep abreast of the changes to the devolved and reserved social security benefits systems, undertaking relevant training on benefits when required.
  • A self-starter with the ability to travel to carry out home and outreach visits, working independently and as part of a team.

Qualifications Required

For jobs in Band B you must hold a minimum of 3 Highers orequivalent qualifications or evidence of working in a challenging client service environment, taking responsibility for delivering high quality client-focused services, ensuring client needs are fully met.

Essential Criteria

  1. Demonstrate relevant experience of working with customers or clients to deliver a positive outcome and excellent level of customer experience.
  2. The ability to collate information from a variety of sources and demonstrate excellent communication skills to explain complex information to individuals.
  3. The ability to be flexible and adapt to new ways of doing things, sharing information and knowledge across a wider team.

Skills required:

  1. Communications and Engagement
  2. Improving Performance
  3. Self-Awareness
  4. Analysis and Use of Evidence
  5. People Management
  6. Financial Management

These skills will only apply if you are invited to interview. You can find more information on these skills by reading the Additional Information page for this job on: socialsecurity.gov.scot/jobs.

Further Information

This is a permanent and pensionable appointment and new entrants will normally start on the minimum of the pay range. Candidates with a disability under the Guaranteed Interview Scheme (GIS), who pass the Situational Judgement Test and meet the minimum standard to pass the initial sift of your application form, will be invited to the next stage of assessment. (More details on this can be found in the attached document entitled Further Information).

We are looking to recruit a diverse workforce and posts will be available in every Local Authority area across Scotland, including the islands. Applicants from all areas are encouraged to apply. To assist with allocating posts, candidates are initially invited to state a maximum of 3 Local Authority areas in which they are prepared to work, as detailed in the further information pack. You should only choose those which you can travel across on a daily/weekly basis. Your choices should be listed in the Essential Criteria 4 box on the application form. Base locations will then be allocated accordingly to successful candidates at the offer stage.

Regular and extensive travel across the Local Authority area(s) applies, therefore possession of a full driving licence which enables you to drive in the UK is required. If you don't hold a full driving licence you should describe, if invited to interview, how you would fulfil the requirements of the role across your chosen Local Authority area(s), including visits to remote locations, using other means of transport.

Successful candidates may be required to travel to a central location on the Scottish mainland for training purposes and may have to attend training courses on a full time basis.

Successful applicants, who live on the Islands, may be eligible for the Scottish Distant Islands Payment.

Application notes

Closing date: 2nd March at midnight

Start Date: Employment will provisionally start between September 2021 and March 2022 but may be subject to change as a result of Covid restrictions.

Upon submitting the application form, all applicants will be invited to complete an online Situational Judgement Test. Candidates who pass the Situational Judgement Test will move to the next part of the process where there application form will be sifted against the Essential Criteria.

Candidates will be notified if they have passed the sift successfully and on doing so will be further invited to attend an online interview where they will answer questions on the six skills detailed above and deliver a short presentation.

We recommend that you read the Additional Information page for this job on our recruitment website. Here you will be able to find out more about Social Security Scotland, the job, the STARR approach, how to apply, information on workshops and other support available.

To apply, visit socialsecurity.gov.scot/careers/client-support-adviser

Contact point for applications

For any queries relating to this advert please contact the recruiting team at the following email address: B1LDrecruitment@socialsecurity.gov.scot.

If you experience any difficulties accessing our website or completing the online application form, please contact recruitment@socialsecurity.gov.scot.2nd