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 through telephone calls, 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.
Learn more about the role of a client advisor and how they support the people of Scotland here.
Please note start dates for these positions are not yet confirmed. This recruitment campaign is being conducted on a ‘recruit to reserve’ basis to proactively support future resourcing needs in the delivery of our benefits to the people of Scotland. Candidates who are successful in the selection process will be placed on a reserve list based on merit. Appointments from this list will be made over a period of up to 12 months, as business requirements arise.

JOB DESCRIPTION

The Client Advisor role is primarily focused on client contact, mainly through inbound telephony, 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.
• You will process payments, client requests, record case updates accurately and arrange appointment bookings.
• 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 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.

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)
• 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

Other