Client Experience Lead (Hybrid) - Shape Benefits

Routes To Work South; Glasgow; Hybrid; GBP 35,000 - 38,000; Full time

Job summary

Social Security Scotland is seeking a Client Manager or Client Experience Officer to support the delivery of our benefits across Scotland, ensuring clients receive the financial support they are entitled to.

Most of your time will involve reviewing applications and making award decisions in a performance‑driven environment, with strong IT skills and clear communication enabling fair outcomes. You will work in a hybrid setup with two in‑office days weekly.

Qualifications

• Strong organisational skills and the ability to manage a complex caseload.
• Excellent communication abilities to engage effectively with clients.
• Attention to detail to ensure accurate decisions and clear communication.
• Proficiency with Microsoft Word and Excel and general IT literacy.

Responsibilities

• Review benefit applications and associated case information to determine eligibility and award decisions.
• Handle sensitive and personal information confidentially in line with data protection guidelines.
• Communicate decisions to clients by telephone or in writing; explain outcomes clearly.

Skills

Strong IT skills

Excellent communication

Attention to detail

Decision making

Microsoft Word

Microsoft Excel

Tools

Microsoft Word

Microsoft Excel

Job description

Social Security Scotland is seeking a Client Manager or Client Experience Officer to support the delivery of our benefits across Scotland, ensuring clients receive the financial support they are entitled to.

Most of your time will involve reviewing applications and making award decisions in a performance‑driven environment, with strong IT skills and clear communication enabling fair outcomes. You will work in a hybrid setup with two in‑office days weekly.