Case Manager | Deliver Fair Benefits & Client Support

Social Security Scotland; Glasgow; On-site; GBP 29,000 - 38,000; Full time

Job summary

Social Security Scotland is hiring a Case Manager or Client Experience Officer to support the delivery of benefits and ensure clients receive financial support they are entitled to in Scotland.

Within Client Services Delivery, you will review applications, make award decisions and communicate outcomes clearly, upholding our values of dignity, fairness and respect in a demanding, performance-driven environment.

Qualifications

• Strong organisational skills to manage a complex caseload.
• Excellent communication abilities with clients, in writing or over the phone.
• Attention to detail to ensure accurate and clearly communicated decisions.
• Strong IT skills and familiarity with Microsoft Word and Excel.

Responsibilities

• Make timely, informed decisions to support quality client outcomes.
• Review new applications, case reviews and redeterminations/appeals to determine information needed.
• Handle all sensitive personal information confidentially and with data protection compliance.
• Ensure timely and accurate decisions while effectively managing a client caseload and related tasks.
• Explain outcomes to clients clearly in writing or verbally when deciding on cases.
• Review decisions to ensure fairness and correct outcomes, explaining complex cases simply.
• Collaborate with colleagues to continuously improve the service and encourage contribution.
• Utilise Microsoft Word and Excel as part of daily duties.

Job description

Social Security Scotland is hiring a Case Manager or Client Experience Officer to support the delivery of benefits and ensure clients receive financial support they are entitled to in Scotland.

Within Client Services Delivery, you will review applications, make award decisions and communicate outcomes clearly, upholding our values of dignity, fairness and respect in a demanding, performance-driven environment.