Address
Salary Overview:
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
What do we offer you?
Hybrid Working
Our operating hours are between 8am and 6pm, and whilst we offer flexible working this is a service delivery role and successful candidates will be expected to start at 8am one day per week and work until 6pm one day per week on a rota basis. We look to support part time and term time working patterns requests where possible. This will be subject to business requirements.
Reserve List
About Us
Find out more about us here Responsibilities:
Qualifications:
How to apply
Once you have submitted your application and the advert has closed, you will be sent a link to a Situational Judgement Test which you will be asked to complete. Applicants do not need any specialist knowledge to complete the tests. A comprehensive guidance hub is available to candidates by clicking link below:
https://www.gov.uk/guidance/civil-service-online-tests
There are also practice tests which are also available to candidates. Each of these tests has been designed to be, and is, fair to all groups regardless of their background.
https://csr.apolloassessment.adc.uk.com/assessment/v2/openlink/csr/practice-bsl
Guidance to applicants is also provided on reasonable adjustments and how to get the right mindset for taking an online test.
https://youtu.be/olval3YPF9U (Reasonable Adjustment)
https://youtu.be/WXuAi1yaWSg (Right Mindset)
Once you have completed the Situational Judgement Test you will either move onto the next stage of the recruitment process where your application will be sifted or you will be informed that you have not passed the Situational Judgement Test and therefore will not move to the next stage of the recruitment process.
If we receive a large number of applications, we may complete an initial sift on the first essential criteria
Please use the link below to join the session:
24/01/24 11am - 12pm
Client Advisor Information Session 24/01/24
30/01/24 - 11am - 12pm
Client Advisor Information Session 30/01/24
Interview/Assessment
Here are details of the Competencies required for this role which you will be tested against if you are invited to attend the interview:
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.
If you want to discuss hybrid working or the requirement for full time training please contact the Resourcing Team at recruitment@socialsecurity.gov.scot
Recruitment Contact
Further Information
Successful candidates are required to be internally mobile and can be assigned to different working areas to perform related duties within their scope of practice to meet organisational requirements.
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
Social Security Scotland’s recruitment processes are underpinned by the recruitment principles of the Civil Service Commissioner, which outline that selection for appointment be made on merit on the basis of fair and open competition - Recruitment - Civil Service Commission (independent.gov.uk)
If you feel at any time your application has not been treated in accordance with the values in the Civil Service Code and/or if you feel the recruitment has been conducted in such a way that conflicts with the Civil Service Commissioner’s Recruitment Principles, you can make a complaint, by contacting Social Security Scotland at recruitment@socialsecurity.gov.scot in the first instance. If you are not satisfied with the response you receive you can contact the Civil Service Commissioner.
If you experience any difficulties accessing our website or completing the online application form, please contact the Resourcing Team via recruitment@socialsecurity.gov.scot
If you are interested in us contacting you about further available vacancies, please sign up to our mailing list to receive job alerts.
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
What do we offer you?
- Access to our flexible working system with potential to accrue up to four additional days’ leave in a four-week period.
- Minimum five weeks’ annual leave (pro rata) in addition to 11.5 public and privilege holidays.
- Full and comprehensive training, and access to learning and development opportunities to support your personal and professional growth.
- Career progression – join a developing organisation with excellent opportunities for career advancement.
- Attractive Civil Service pension (employer contributions between 26.6% - 27.9%).
- Workplace adjustments for everyone who needs them to ensure your comfort and safety in your new role.
- Health and wellbeing support including 24-hour access to our Employee Assistance Programme, plus counselling support available for all.
Hybrid Working
We embrace a hybrid working style where all colleagues will spend time in our Dundee office. At this time there is an expectation of a minimum 1-2 days per week in your assigned location however, this may be subject to change and role specific attendance will be discussed and agreed with successful candidates.
Our operating hours are between 8am and 6pm, and whilst we offer flexible working this is a service delivery role and successful candidates will be expected to start at 8am one day per week and work until 6pm one day per week on a rota basis. We look to support part time and term time working patterns requests where possible. This will be subject to business requirements.
Reserve List
This is a recruit to reserve campaign, offers may not be made immediately. A reserve list of successful candidates will be kept for up to 9 months.
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 are committed to recruiting a diverse workforce that is representative of the clients we serve.
Find out more about us here
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.
Qualifications:
No specific qualifications are required for this post.
How to apply
To apply for this post, you will need to provide the information requested below via the online application process.
In your application form, we will ask you to provide specific examples of how you meet the Essential Criteria below. You will have 300 words for each to showcase your knowledge, skills, and personal qualities. Your experience and answers here don’t need to be work related. They could be from any part of your life including education, sport, and hobbies or even from your personal or family life. Further information can be found here - Social Security Scotland - How to Make a Great Application
1. In this role it is vital that during every interaction clients feel supported and are treated with dignity and respect. Please tell us about a time when you have provided excellent service to an individual or group when faced with a challenging situation.
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.
In your application form, we will ask you to provide specific examples of how you meet the Essential Criteria below. You will have 300 words for each to showcase your knowledge, skills, and personal qualities. Your experience and answers here don’t need to be work related. They could be from any part of your life including education, sport, and hobbies or even from your personal or family life. Further information can be found here - Social Security Scotland - How to Make a Great Application
1. In this role it is vital that during every interaction clients feel supported and are treated with dignity and respect. Please tell us about a time when you have provided excellent service to an individual or group when faced with a challenging situation.
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.
Once you have submitted your application and the advert has closed, you will be sent a link to a Situational Judgement Test which you will be asked to complete. Applicants do not need any specialist knowledge to complete the tests. A comprehensive guidance hub is available to candidates by clicking link below:
https://www.gov.uk/guidance/civil-service-online-tests
There are also practice tests which are also available to candidates. Each of these tests has been designed to be, and is, fair to all groups regardless of their background.
https://csr.apolloassessment.adc.uk.com/assessment/v2/openlink/csr/practice-bsl
Guidance to applicants is also provided on reasonable adjustments and how to get the right mindset for taking an online test.
https://youtu.be/olval3YPF9U (Reasonable Adjustment)
https://youtu.be/WXuAi1yaWSg (Right Mindset)
Once you have completed the Situational Judgement Test you will either move onto the next stage of the recruitment process where your application will be sifted or you will be informed that you have not passed the Situational Judgement Test and therefore will not move to the next stage of the recruitment process.
If we receive a large number of applications, we may complete an initial sift on the first essential criteria
No feedback will be provided on individual applications however we will provide generic feedback via workshop sessions.
Social Security Scotland - Further_information for job applicants
Information Session
We are holding candidate information sessions for this role to provide you with information about the application and interview process as well as further information on the role and team.
Please use the link below to join the session:
24/01/24 11am - 12pm
Client Advisor Information Session 24/01/24
30/01/24 - 11am - 12pm
Client Advisor Information Session 30/01/24
Interview/Assessment
Here are details of the Competencies required for this role which you will be tested against if you are invited to attend the interview:
- Self-Awareness
- Team Work
- Communication and Engagement
- Customer Service
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.
If you want to discuss hybrid working or the requirement for full time training please contact the Resourcing Team at recruitment@socialsecurity.gov.scot
Recruitment Contact
To learn more about this opportunity, please contact Resourcing Team who can be contacted by emailing recruitment@socialsecurity.gov.scot
Further Information
The successful candidate will be expected to remain in post for a minimum of 3 years unless successful in gaining promotion to a higher Band or Grade.
Successful candidates are required to be internally mobile and can be assigned to different working areas to perform related duties within their scope of practice to meet organisational requirements.
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
Social Security Scotland’s recruitment processes are underpinned by the recruitment principles of the Civil Service Commissioner, which outline that selection for appointment be made on merit on the basis of fair and open competition - Recruitment - Civil Service Commission (independent.gov.uk)
If you feel at any time your application has not been treated in accordance with the values in the Civil Service Code and/or if you feel the recruitment has been conducted in such a way that conflicts with the Civil Service Commissioner’s Recruitment Principles, you can make a complaint, by contacting Social Security Scotland at recruitment@socialsecurity.gov.scot in the first instance. If you are not satisfied with the response you receive you can contact the Civil Service Commissioner.
If you experience any difficulties accessing our website or completing the online application form, please contact the Resourcing Team via recruitment@socialsecurity.gov.scot
If you are interested in us contacting you about further available vacancies, please sign up to our mailing list to receive job alerts.
