Client Support Advisor - Dumfries and Galloway

Social Security Scotland; Scotland; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Eine spannende Gelegenheit, als Client Support Advisor in Schottland zu arbeiten. Sie werden Klienten unterstützen, um ihnen den Zugang zu sozialen Leistungen zu erleichtern. In dieser Rolle sind Sie das Gesicht von Social Security Scotland und helfen Menschen, ihre Ansprüche zu verstehen und Anträge zu stellen. Sie arbeiten eng mit lokalen Behörden zusammen und müssen bereit sein, in der Gemeinschaft zu reisen. Wenn Sie eine Leidenschaft für den Dienst am Menschen haben und in einem unterstützenden Team arbeiten möchten, ist dies die perfekte Rolle für Sie.

Benefits

Flexible Arbeitszeiten

Unterstützung bei der beruflichen Weiterbildung

Gesundheits- und Wellnessprogramme

Fahrkostenerstattung

Qualifications

• Erfahrung in der Kundenbetreuung und im Umgang mit sensiblen Informationen.
• Fähigkeit, komplexe Informationen klar zu kommunizieren.

Responsibilities

• Unterstützung von Klienten bei Anträgen und Berechtigungen.
• Reise zu Klienten für Hausbesuche und Outreach.

Skills

Kommunikationsfähigkeiten

Aufmerksamkeit für Details

Motivation

Teamarbeit

Eigenverantwortung

Job description

Job Description

To serve the people of Scotland, Social Security Scotland needs to ensure access to our support services within local communities across Scotland. This job is an exciting opportunity to deliver a face-to-face service to support clients across Dumfries & Galloway. There will be 1 post on offer.

This post will be specifically based within Dumfries. In all instances the successful candidate must be prepared to travel across Dumfries & Galloway and also neighbouring Local Authority areas to meet client demand.

As a Client Support Advisor, you will build rapport and help people understand the benefits they may be entitled to and how to access them through tailored one-to-one support.

Every day will be different, but one thing will always be the same – you will treat all clients with dignity, fairness and respect. To do this you will be an ambassador for Social Security Scotland and provide a visible presence across the local area.

Responsibilities

• You will have excellent communication skills to listen to clients and clearly explain the benefits they may be entitled to, helping them to complete online and paper applications.
• You will have good attention to detail to support clients through the application process and any follow up actions relating to their case.
• We need you to be motivated, with the ability to travel to carry out home and outreach visits.
• You need to be able to work independently as well as part of a team.
• You will need to be independent and confident managing your own workload and diary to make the most your day.
• You will provide accurate advice to our clients; personally escalate complex enquiries and complaints and signpost clients to additional support they may be entitled to.
• You will work in a shared environment with other agencies, so you need to be someone who can create and maintain strong relationships with local bodies to continuously improve the quality of our service.
• You will deal with clients sensitively and appropriately and uphold our values of dignity, fairness and respect.
• We will look to you to make sure services are provided on a value for money basis.
• We will need you to abide by data protection regulations and make sure personal and sensitive information is secure at all times.
• You will be expected to have awareness of the benefits Social Security Scotland deliver and to signpost to other support organisations when appropriate. Relevant training will be provided.
  
  

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 how we assess the Success Profile elements

Technical / Professional Skills

• Operational Leadership and Management – Awareness
• Data and Insight - Awareness
  
  

Further information about these skills can be found here Core ODP Skills - Operational Delivery Profession

Behaviours

• Communicating and Influencing - Level 2
• Making Effective Decisions - Level 2
• Changing and Improving - Level 2
  
  

You can find out more about Success Profiles Behaviours, here: Behaviour levels - Success profiles: candidate guide - gov.scot

How To Apply

Apply online, you must provide a CV and Supporting Statement (of no more than 1000 words) which provides evidence of how you meet the skills, experience and behaviours listed in the Success Profiles above.

If invited for further assessment, this will consist of an interview and presentation.

Should a large number of applications be received, an initial sift may be conducted using the CV and Supporting Statement on the first Behaviour - Communicating and Influencing (Level 2).

We aim to provide feedback on request. However, if we receive a large number of applications it may not be possible for us to provide specific feedback on your application. We will provide feedback on request to candidates who attend an interview/assessment.

Expected Timeline (subject to change)

Sifting – w/c 2nd June 2025

Interviewing – w/c 23rd June 2025

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. We offer a range of flexible and hybrid working options depending on the needs of the role.

We embrace a hybrid working style. The Client Support Advisor role will involve travel across the assigned location in which you are based, working from multiple locations in the local community. Client Support Advisors will split their time supporting clients in their own home or via outreach visits at Local Delivery Partnership offices or other agreed community locations. There may also be occasions where travel to our main Social Security Offices in Agnes Husband House Dundee and 220 High Street Glasgow is required.

This role requires extensive travel therefore a driving licence is desired to ensure that client appointments can be effectively scheduled and resourced. Whilst it is not mandatory to hold a valid driving licence, access to regular and efficient public transport must be readily available to fulfil our commitment to support clients across the local community and Client Support Advisors would be expected to use the most efficient option available.

If you have specific questions about the role you are applying for, please contact us.

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 support and recruitment adjustments for anyone who needs them.

Further Information

Please note, if successful, your role may be subject to a satisfactory PVG check.

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.

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.

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 (independent.gov.uk)

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.

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 Tuesday 27th May 2025

Contact Name: Resourcing Team

Contact E-Mail: [e-mail]