Case Manager & Client Experience Champion

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

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.