Client Manager

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

Job Specifics

• Reference No: SD091
• Location: Glasgow Hybrid, 2 days in the office per week
• Hours: Full Time (35 hours per week; core hours 8am – 6pm)
• Salary: £34,936.00 – £37,894.00
• Closing Date: Friday 2nd October 2026
• Why you should apply for this role: Career development and progression

Job Overview

As a Client 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 Client 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.

Main Duties & Responsibilities

Key Tasks

As a Case Manager or Client Experience Officer, you will play a key role deliveringtimely, 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.

Employer Expectations Skills/Knowledge/Experience

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)