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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

Closing Date - 5th October 2026 at 23:55

Reference - 5105

Employment Type - Permanent

Overview

As a Case 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 Case 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

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

Further Information

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].