B1 Case Manager - Glasgow - Social Security Scotland

The Scottish Government; Glasgow; On-site; GBP 32,000 - 42,000; Full time

Job summary

The Scottish Government is seeking Case Managers and Client Experience Officers to support the delivery of devolved benefits across Scotland. You will review applications, determine awards, and communicate outcomes clearly to clients, while upholding dignity, fairness and respect.

These roles sit in the Client Services Delivery division and involve handling a varied caseload in a performance-driven environment, requiring strong organisation and excellent communication with customers.

Qualifications

• Strong organisational skills to manage a complex caseload.
• Excellent communication abilities to engage effectively with clients.
• Ability to explain decision outcomes clearly and compassionately.

Responsibilities

• Review application forms and make award decisions.
• Provide timely, accurate decisions while upholding our values of dignity, fairness and respect.
• Engage with clients to gather information to support benefit applications or explain outcomes.
• Work as part of the Operational Delivery Profession within Social Security Scotland.

Skills

Organisational skills

Communication skills

Attention to detail

Caseload management

Job description

As a Case Manager or Client Experience Officer with Social Security Scotland, you will make a real difference to people across Scotland by supporting the delivery of our benefits and ensuring clients receive the financial support they are entitled to.

Client Services Delivery is the operational division within Social Security Scotland that ensures clients receive the financial support they are entitled to 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.

These roles require strong organisational skills to manage a complex caseload, along with excellent communication abilities to engage effectively with clients, whether gathering information to support benefit applications or explaining decision outcomes. As a Case Manager or Client Experience Officer, you will play a key role in delivering timely, accurate decisions while upholding our values of dignity, fairness, and respect.

Most of your time will be spent reviewing application forms and making award decisions. Attention to detail is essential to ensure decisions are accurate and clearly communicated. You will be working in a performance driven environment focused on delivering a high-quality service to clients.

In these roles 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.