About the job



  • Job title: Client Advisor
  • Salary: £21,045 to £23,233
  • Hours: Flexiblehours
  • Numerous vacancies

Job description

Deadline to complete Step 1 of the application process: Wednesday 10th August 2022 at 12 noon

As a Client Advisor, you will help people understand the benefits they’re entitled to and how to access them. You will speak to clients and offer support by phone, web chat or emails. By being a friendly and helpful voice, you will ensure people apply for the right benefits.

What does the job involve?

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. You will have a varied workload with a mix of processing and client contact time.

Here’s what you will be doing:

  • We need you to provide clients with accurate information in a warm and friendly way. This could be by telephone, face-to-face or online through web chat.
  • You will work as part of a team to resolve or escalate customer queries and complaints.
  • You will be processing client applications for the correct benefits, making sure their details are correct.
  • It is important that you can quickly work out what each client needs and help them. Don’t worry – you will get full training for this.
  • On the administrative side, you will be expected to maintain correct and up-to-date information on all cases.
  • We need you to handle sensitive and personal information confidentially. This is really important for everyone – staff and clients.
  • You will use computer systems to process payments, client requests, case updates and appointment bookings. Again, we will provide all the training for this.
  • A big part of the job is to support Team Managers and other staff in carrying out daily work activities. We are a team and we need to support one another every day.

Essential Criteria

You are required to show how you meet the below Essential Criteria at the Application Form stage:

  • In this role, it is vital to provide our clients with a warm and friendly service. Please use 300 words to tell us about a time when you had to go ‘above and beyond’ to provide excellent service or support to a person or customer.
  • It’s important in this role that you can communicate clearly with our clients. Please use 300 words and tell us about a time when you have had to change your communication style to suit a particular person or audience, and how you did this?


If invited to the interview stage, you will be tested on the following competencies from the Skills for Success matrix:

  • Self Awareness
  • Team Work
  • Customer Service
  • Communications and Engagement

Further Information

The majority of these roles will be based within our Client Services Delivery function, however there may be opportunities for similar roles within our other business areas. Posts will be offered in order of merit, in alignment with our resource requirements.

More information on the application process can be found below.

We are also hosting Virtual Candidate Workshops to provide further information on the job role and how to make the best application.

If you are interested in attending a workshop, please book your place here.

If you experience any difficulties accessing our website or completing the online application form, please contact us by phone on 0330 041 7478 or by email at socialsecurityscotland@capita.com.

Flexible and Hybrid Working

We are trialling and implementing a hybrid working approach, where colleagues will be expected to use a mix of office based and remote working depending on the requirements of the role.

If you want to discuss flexible working and hybrid working in more detail for this role, please contact the Resourcing Team at recruitment@socialsecurity.gov.scot

Training Requirements

We support Part time and Term Time working patterns requests. The mandatory training of up to 6 weeks is Full Time therefore successful candidates would be required to make themselves available for this period, prior to commencing agreed alternative working patterns.

If you want to discuss flexible working, hybrid working or the requirement for full time training please contact the Resourcing Team at Recruitment@socialsecurity.gov.scot

Working Hours

The majority of posts available through this campaign will be in the Client Service Delivery business area. Client Service Delivery currently has operational hours between 8am and 6pm, Monday to Friday. At this time, hours are arranged on a rota basis in line with client demand. Successful appointments will be expected to be available to work within these operational hours.

About us

Social Security Scotland was set up in 2018 by the Scottish Government to deliver a number of devolved benefits.

These benefits will be introduced in stages. Once all of these benefits have been introduced, we will be delivering benefits for families on low incomes, people who need help paying for a funeral, disabled people, carers, young people entering the workplace and to help people heat their homes. Through our values of dignity, fairness and respect, we deliver a consistent service that the people of Scotland deserve.

Working here

To help you deliver a great service, we will provide you with all the training, development and support you need to be a success. That means looking after you, too. The work we do is incredibility important, but that doesn’t mean our jobs should take over our lives.

We are a Carer Positive and a Disability Confident Employer. We can offer flexible working to help you balance your work and home life. It's up to all of us to live up to our values of dignity, fairness, and respect. We’ve created a workplace that tries to meet everyone’s needs, provides support and helps everyone feel that they belong and can be themselves.

Find out more

Rewards & benefits

Icon: Healthy work life balance

Healthy work life balance

We can offer the possibility of full-time, part-time, term-time, and job shares. We also encourage flexible working.

Icon: Discounts


You can enjoy a vast range of retail, travel and lifestyle discounts through our benefit scheme.

Icon: Personal support for you

Personal support for you

Our Employee Assistance Programme gives you confidential, independent information and guidance 24/7.

Icon: Volunteering special leave

Volunteering special leave

Up to three days paid special leave a year for volunteering. We support our staff to help causes important to them.

Icon: Great locations

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.

Hear from our people

"If you want to be part of something new, exciting, and always changing, then this is the place for you. You’ll be well supported and there’ll be plenty of opportunities to flourish and progress if you’re willing to throw yourself into it."

– Emma Henderson, Client Support Team Leader

"I can use and develop my skills in a way which focuses on our clients, improving the quality of Social Security Scotland’s services by getting things right first time and reducing errors."

– John McGowan, Client Experience Senior Officer

"Social Security Scotland’s core values of fairness, dignity and respect is really prevalent in all interactions. Knowing that I am fully supported in my role by my colleagues and higher management helps me to feel confident in myself and my job."

– Lucy Kennedy, Client Experience Officer

Application process

Step 1

Apply online

When you apply, we will ask some basic questions to make sure you are eligible for the job. Details on Civil Service Nationality rules can be found here.

Step 2

Online assessment

At this stage you will complete a test. You will be presented with a number of scenarios and asked which would be your most and least likely response. This is all done online.

Step 3

Application form

We will ask you to give different examples in areas related to the job you are applying for. This is your opportunity to show us 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, hobbies or even from your personal or family life.

Step 4

Recorded video interview

If you pass the earlier stages, you will be invited to a video interview. Using easy-to-use software, your interview will be carried out virtually on a mobile device or a desktop computer. During the interview you will be asked to record and submit your answers to 4 competency based questions. We’ll email you a link with instructions and give you all the help you need to complete this.


What are the career opportunities like?

We'll always encourage you to grow and develop. To help you to reach your potential we will provide you with all the training, career development and support you need. On joining you would be a member of wider Scottish Government staff.

When will the roles start?

This job will start at the beginning of 2022. By encouraging applications now we have the time we need to get everything in place for new staff. We will be running a reserve list for this job too. If we don't offer you a role right away, you may be offered a job up to 12 months after being successful at interview.

How many holidays do I get?

You will receive 25 days annual leave on joining us. This will increase to 30 days after four full years of service. You will also have 11.5 public and privilege days of leave every year. We also offer Flexi-time. Any extra hours you've worked can be taken as leave when suitable.

What is the pension like?

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.

Can I work part time?

We can offer the possibility of full-time, part-time, term-time, and job shares. We also encourage flexible working. If you are offered a job we can discuss your request at that point.

Do you need help with your application?

If you need any assistance with accessing any part of your application or understanding the application process, please contact us on:


Use your life skills and apply now for a secure job in the Civil Service. A job where you get to help people every day. A job where you can be part of a new and developing organisation. A place where you will get the training and development you need to progress your career.