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About the job
Job summary
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 clients through the phone, web chat, letter, email and provide them with a friendly and high standard of service. Client Advisors play a crucial role in our organisation ensuring everyone has access to 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 across a number of benefits. Working in Client Services Delivery requires flexibility and is demand driven, therefore may involve working in different benefit areas. You will be required to answer queries and build rapport by providing a top-quality service within a performance driven environment.
To find out more information about the role please click the links to watch testimonial day in the life videos from our Client Advisors.
Testimonial 1
Testimonial 2
Job description
The Client Advisor role is primarily focused on client contact but is split with application processing time. This role requires IT skills and an understanding of Microsoft packages to manage your varied workload. Every day will be different, but one thing will always be the same - our clients will need you to help them apply for the benefits they need. Here’s what you will be doing:
- Through inbound and outbound calls, you will provide clients with accurate information in a warm and friendly way.
- You will also interact with clients online via webchat, email and may have the opportunity to engage with clients face-to-face.
- You will process client applications in a timely and efficient manner making sure their details are correct and they have supplied all the required information.
- Process payments, client requests, record case updates and arrange appointment bookings.
- On the administrative side, you will be expected to maintain accurate and up-to-date information on all cases and be involved in the drafting of client letters.
- We need you to handle sensitive and personal information confidentially. This is really important to safeguard client and colleague data.
- You will work as part of a team to record client feedback and resolve or escalate customer queries and complaints.
- You’ll be working as part of a wider network within the organisation and will help and support colleagues and Team Managers to provide an efficient and high-quality service to all clients.
Person specification
2. In this role you will need to use a wide range of communication styles to ensure clients are provided with the correct information at all times. Please tell us about a time when you had to adapt your communication approach to ensure understanding from an individual or audience.
3. In this role you will need strong planning and organisational skills to manage your workload. Please tell us about a time when you had to organise and manage your time effectively to complete a task or piece of work.
Benefits
A Civil Service Pension - This job comes with a Civil Service pension. New joiners to the Civil Service will join a career average pension scheme as standard. Read more here - www.civilservicepensionscheme.org.uk.
Healthy work life balance - We can offer the possibility of full-time, part-time, term-time, and job shares. We also encourage flexible working.
Discounts - You can enjoy a vast range of retail, travel and lifestyle discounts through our benefit scheme.
Personal support for you - Our Employee Assistance Programme gives you confidential, independent information and guidance 24/7.
Volunteering special leave - Up to six days paid special leave a year for volunteering. We support our staff to help causes important to them.
Great locations - Our bright and modern offices in the heart of Dundee and Glasgow have been designed with staff in mind. Both locations are ideal for public transport.
Things you need to know
Selection process details
Sift & Interview dates are to be confirmed
To apply please submit an application form by clicking on the ‘Apply at Advertisers Site’ button
Feedback will only be provided if you attend an interview or assessment.
Security
Nationality requirements
This job is broadly open to the following groups:
- UK nationals
- nationals of the Republic of Ireland
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
- individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
- Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Working for the Civil Service
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
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