Deadline to complete Step 1 of the application process: 12:00pm on 4 November 2021
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, so you will not be on the phone all day.
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.
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.
You are required to show how you meet the below Essential Criteria at the Application Form stage:
1. Occasionally, you will need to cope with challenging situations. Please tell us about a challenge you’ve faced (this can be in your personal or work life) and what you did to resolve it in a positive way.
2. You will need to talk to a wide range of people every day and it’s important that you can communicate clearly. Doing this means our clients get the information they need. Please tell us about a time when you had to adjust your communication style to suit a particular situation, and how you did it.
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 firstname.lastname@example.org.
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.
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.
We can offer the possibility of full-time, part-time, term-time, and job shares. We also encourage flexible working.
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 three days paid special leave a year for volunteering. We support our staff to help causes important to them.
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
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.
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.
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.
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.