Client Advisor - Glasgow - Fixed Term Appointment - Social Security Scotland (3468)

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 people, primarily through telephone calls, but also through web chat, letter and email, providing a friendly and high standard of service.

Client Advisors play a crucial role directly interacting with clients, ensuring they have the support to access 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 via devolved grants and benefits. Working in Client Services Delivery requires flexibility and is demand driven, therefore may involve working in different benefit areas, at different times. Most of your time will be spent providing direct support to clients through full days of answering telephone queries or responding on webchat.

The remaining time you will be processing applications. It is a performance driven environment where we all work to provide the best service we can to our clients.

In this role you will be joining the Operational Delivery Profession which is a recognised Civil Service profession and the largest profession within Social Security Scotland. As a client facing organisation, delivering benefits to the people of Scotland, being part of the profession recognises the important role you will undertake.

If you are someone who enjoys helping others, communicates clearly and compassionately, and thrives in a client‑facing, phone‑focused environment, we would love to hear from you.

This is a Fixed Term Appointment opportunity for approx. 6 months with the possibility of extension or permanency depending on business requirements.

Job description

Are you someone who takes pride in helping others, communicates with confidence, and enjoys a role where no two days are the same? As a Client Advisor you will spend much of your time handling incoming and outgoing calls, supported by online channels such as webchat and email. You’ll balance this with focused time processing applications and managing important client information.

Here’s what you will bring to the role and what you will be doing day to day:

• You will provide professional, accurate support to clients through inbound and outbound calls, ensuring every interaction is friendly, clear and helpful.
• You will communicate confidently across multiple channels, including webchat and email while offering a consistent and high-quality service.
• You will process client applications efficiently, checking details carefully, ensuring all necessary information is provided, and keeping cases moving smoothly.
• You will manage key client actions, including processing payments, updating case notes, responding to requests and coordinating appointment bookings.
• You will maintain accurate, up to date records and support the creation of client letters and documentation.
• You will handle sensitive and personal information with complete confidentiality, safeguarding client and colleague data at all times.
• You will contribute to service improvement by recording client feedback and helping to resolve or escalate queries and complaints appropriately.
• You will work collaboratively within a wider team, supporting colleagues and Team Managers to deliver an effective, high-quality service for every client.

You can read more about the Client Advisor role and can read three Q&A transcripts from existing and previous Client Advisors speaking about their experiences here.

Person specification

Success Profiles
We use an assessment framework called ‘Success Profiles’ which lists the elements we test and provides detailed descriptions of each. Find out more about the framework here.

For this post, the following Success Profile elements will be assessed:

Behaviours

• Managing a Quality Service (Level 1)
• Working Together (Level 1)
• Communicating and Influencing (Level 1)

You can find out more about Success Profiles Behaviours here.

Benefits

Annual Leave - 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.

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

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

Expected Timeline (subject to change)
Closing Date - 13th April 2026 at 23:55
Online Test – from 15th April 2026
Sift – from 29th April 2026
Interviews – from 25th May 2026
Expected Start Date – September 2026

We aim to issue final results within 3 weeks of the final interview taking place.

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.

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

Successful candidates must undergo a criminal record check.People working with government assets must complete baseline personnel security standard (opens in new window) checks.

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

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

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).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : Resourcing Team
• Email : recruitment@socialsecurity.gov.scot
• Telephone : 08001577194

Recruitment team

• Email : Recruitment@socialsecurity.gov.scot

Further information

https://www.socialsecurity.gov.scot/help-with-your-application