Client Advisor - Dundee
Client Advisor - Dundee
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Job Description
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 across a number of benefits. Working in Client Services Delivery requires flexibility and is demand driven therefore may involve working in different benefit areas at different times. The majority of your time will be spent providing direct support to clients through the answering of 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.
Find out more about what a client advisor does and what it means to support the people of Scotland from our client advisors.
Responsibilities
Responsibilities
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.
Heres 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 facetoface.
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 uptodate 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 will 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 highquality service to all clients.
Qualifications
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 how we assess the Success Profile elements.
Behaviours
Managing a quality service (Level 1
Communication and influencing (Level 1
Working together (Level 1
Making effective decisions (Level 1
You can find out more about Success Profiles Behaviours here: Success Profiles Civil Service Behaviours (publishing.service)
How to Apply
Apply online you must provide a CV and Supporting Statement of no more than 750 words which provides evidence of how you meet the behaviours listed in the Success Profiles above.
Your CV should consist of your career history including any key achievements in each role.
Your CV will be used to provide further context on your Supporting Statement and scored against the success profile elements listed.
The Supporting Statement should be aligned to and demonstrate how you meet the skills and experience set out in the behaviours detailed in the job description.
Should a large number of applications be received an initial sift may be conducted using the CV and Supporting Statement on the first Behaviour.
Step 1: Complete online application
Step 2: Online test
Step 3: Sift of application
Step 4: Online recorded interview
Once the advert closes you will be sent a link by email to the Online Test this will be sent within 7 days of the advert closing and will have instructions on accessing the test system along with a deadline for completing the test. If you pass the Online Test your application (CV & Supporting Statement) will then be sifted. If you pass the application sift you will then be invited to complete a recorded interview. You will be emailed instructions at each part of the recruitment journey. Please keep an eye on your emails making sure to check any spam and junk folders in case the emails end up there.
Due to an expected high volume of candidates only general feedback will be given on request and not specific to each candidates application.
Online Assessment
As part of the selection process for this role you will be asked to complete an online assessment provided by Sova Assessment Limited (Sova). This will involve a questionnaire to check that you have suitable computer literacy skills for this role an Online Assessment and a Personality Questionnaire. This online assessment will use hypothetical situations to evaluate your behaviours values judgement and overall suitability for this role and for working at Social Security Scotland
Sova acts as data processor in relation to the online assessment process. More information about Sova its data processing practices and its privacy policy can be accessed here.
Information Session
We encourage all prospective candidates to take advantage of application workshops we will be running where we will give you hints and tips on how to apply. We will also give you more information on success profiles your CV and Supporting Statement and the organisation.
Please note each workshop will last approximately 1 hour and will be held on:
Join the workshop on Monday 17th March at 11am
Join the workshop onThursday 20th March at 2pm
Join the workshop onMonday 24th March at 6pm
Join the workshop onWednesday 26th March at 6pm
Join the workshop onFriday 28th March at 2pm
Join the workshop onMonday 31st March at 1pm
Expected Timeline (subject to change)
Closing Date Wednesday 2nd April 2025 at 23:55
Online Test early April 2025
Sift late April 2025
Interviews May 2025
We aim to issue final results within 2 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.
Reserve List
In the event that there are more successful candidates than posts available a reserve list will be kept for up to 12 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 offer rewarding careers and employ people across Scotland in a wide range of professions and roles. We are committed to recruiting a diverse workforce that is representative of the clients we serve. Find more about us here.
We offer a supportive and inclusive working environment along with a wide range of employee benefits. Find out more about what we offer.
As part of the UK Civil Service we uphold the Civil Service Nationality Rules.
Working Pattern
Our standard hours are 35 hours per week and we offer a range of flexible working options depending on the needs of the role. Some days you may be required to start work at 8am or finish at 6pm on a rota basis to ensure we have the right levels of resource in place to meet client demand. We embrace a hybrid working style where all colleagues will spend time in our Dundee office. You are required to work a minimum of 2 days per week in your assigned location which will be Dundee. These days may be set by a rota to enable teams to benefit from working together on office days.
If you have specific questions about the role you are applying for please contactus.
Equality Statement
Social Security Scotland are committed to equality and inclusion and we aim to recruit a diverse workforce that reflects the population of our nation.
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
Find out more about our commitment to diversity and how we offer support and recruitment adjustments for anyone who needs them.
Further Information
Find out more about our organisation what we offer staff members and how to apply on our Careers Website.
Read our Candidate Guide for further information on our recruitment and application processes.
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.
Social Security Scotlands 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)
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 Commissioners Recruitment Principles you can make a complaint by contacting Social Security Scotland at 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
Apply before: 2nd April 2025 at 23:55
Required Experience:
Unclear Seniority
Employment Type
Full-Time
