Case Manager

Social Security Scotland; Glasgow; Hybrid; GBP 30,000 - 38,000; Full time

Benefits offered by this job

Hybrid work pattern

Job summary

Social Security Scotland is seeking a Case Manager or Client Experience Officer to support the delivery of devolved benefits across Scotland. You will review applications, decide on awards, communicate outcomes and handle sensitive information with care.

You will join the Client Services Delivery profession, working in a performance-driven environment and spending time in our Glasgow office with a hybrid pattern requiring two days per week in the office; strong IT skills with Word and Excel are

Qualifications

• Experience assessing benefit applications and making decisions.
• Ability to handle sensitive data with discretion and integrity.
• Strong organisation and ability to manage a caseload.

Responsibilities

• Review application forms and determine award decisions.
• Explain outcomes and communicate with clients both verbally and in writing.
• Handle sensitive information in line with data protection guidelines.
• Maintain accuracy and timeliness in caseload management.
• Collaborate with colleagues to improve service delivery.
• Demonstrate strong IT skills using Word and Excel.

Skills

Decision making

Communication

Data privacy

IT skills

Tools

Microsoft Word

Microsoft Excel

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.

Responsibilities

As a Case Manager or Client Experience Officer, you will play a key role delivering timely, informed decisions to support quality client outcomes.

• All Client Managers will have decision making responsibility related to the assessment of benefit applications.
• You will work at pace and care about the detail as you will assess new applications, case reviews and redeterminations/appeals to determine if further information or evidence is required to allow you to make a decision.
• You will handle all sensitive and personal information confidentially and with care, adhering to data protection guidelines and policy.
• You will ensure that timely and accurate decisions are made, effectively managing a client caseload and related tasks, ensuring key work objectives and performance expectations are met.
• You will be an excellent communicator as you will be expected to speak to clients over telephone or in writing whilst deciding on their case, or explaining the outcome of applications, redeterminations and appeals.
• You may be required to review decisions made on cases to ensure clients are treated fairly, given the correct outcomes and explaining complex cases simply and clearly.
• Working with colleagues, you will look at ways to continuously improve the service and encourage others to be curious and help them maximise the contribution they make.
• You will have strong IT skills and be familiar with Microsoft packages such as Word and Excel.

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:

• Making Effective Decisions (Level 2)
• Communicating and Influencing (Level 2)
• Managing a Quality Service (Level 2)
• Delivering at Pace (Level 2)

Find out more about Success Profiles Behaviours here.

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, a Situational Judgement Test, 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 are holding candidate information sessions for this role to provide you with information about the application and interview process as well as further information on the role and team.

The sessions will be held on;

Please join us using the link below:

Join the workshop on Thursday 24 September at 3pm

Join the workshop on Tuesday 29 September at 5pm

Join the workshop on Thursday 1 October at 12pm

If you are unable to make one of the live information sessions then please feel free to access a recorded version of the session here.

Please click here to view our Frequently Asked Questions

Training Requirements

You will receive full and comprehensive training which 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. You may be required to work set start and finish times between 8 a.m. and 6 p.m. 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 Glasgow office. You are required to work a minimum of 2 days per week in your assigned location, which will be Glasgow. These days may be set by a rota to enable teams to benefit from working together on office days.

Security Checks

Successful candidates must complete the Baseline Personnel Security Standard (BPSS), before they can be appointed. BPSS is comprised of four main pre-employment checks – Identity, Right to work, Employment History and a Criminal Record check (unspent convictions).

You can find out more about BPSS on the UK Government website, or read about the different levels of security checks in our Candidate Guide.

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 [e-mail].

Find out more about our commitment to diversity and how we offer and support recruitment adjustments for anyone who needs them.

Right to Work in the UK

Social Security Scotland is an approved sponsor under the UK Visa and Immigration (UKVI) Skilled Worker route. Please note that UK immigration guidance, including skill and salary thresholds and eligible occupations, is reviewed regularly and subject to change. If you require visa sponsorship, you should check the latest criteria to confirm whether this role meets current requirements before applying. You can find further advice at Skilled Worker visa: Overview - GOV.UK

Social Security Scotland’s 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.

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 Commissioner’s Recruitment Principles, you can make a complaint, by contacting Social Security Scotland at [e-mail] in the first instance. If you are not satisfied with the response you receive you can contact the Civil Service Commissioner.

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.

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.

If you experience any difficulties accessing our website or completing the online application form, please contact the Resourcing Team via [e-mail].

Apply before 23:55 on Monday 5th October 2026

Contact Name - Resourcing Team

Contact email - [e-mail]