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Client Advisor - Glasgow
| Posting date: | 12 March 2025 |
|---|---|
| Salary: | £25,235 to £28,131 per year |
| Hours: | Full time |
| Closing date: | 11 April 2025 |
| Location: | Glasgow, Scotland |
| Remote working: | Hybrid - work remotely up to 3 days per week |
| Company: | Scottish Government |
| Job type: | Permanent |
| Job reference: | 864 |
Summary
Salary - £25,235 - £28,131
Location - Glasgow
Hours - 35 hours per week
Closing Date - Friday 11th April 2025 at 23:55
Reference - 864
Employment Type - Permanent
Overview
As a Client Advisor for Social Security Scotland, you will make a real difference to the people across Scotland by supporting them to apply for our benefits. Client Advisors need to have excellent communication skills to engage with people through telephone calls, web chat, letter and email, providing a friendly and high standard of service. Client Advisors play a crucial role directly interacting with clients, ensuring they have the support to access the benefits they are entitled to and are treated with dignity, fairness and respect.
Client Services Delivery is the operational business area within Social Security Scotland that ensures clients receive the financial support they need across a number of benefits. Working in Client Services Delivery requires flexibility and is demand driven, therefore may involve working in different benefit areas, at different times. The majority of your time will be spent providing direct support to clients through the answering of telephone queries or responding on webchat. The remaining time you will be processing applications. It is a performance driven environment where we all work to provide the best service we can to our clients.
In this role 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
The Client Advisor role is primarily focused on client contact, mainly through inbound telephony, but is split with application processing time. This role requires IT skills and an understanding of Microsoft packages to manage your varied workload. Every day will be different, but one thing will always be the same - our clients will need you to help them apply for the benefits they need.
Here’s what you will be doing:
• Through inbound and outbound calls, you will provide clients with accurate information in a warm and friendly way.
• You will also interact with clients online via webchat, email and may have the opportunity to engage with clients face-to-face.
• You will process client applications in a timely and efficient manner making sure their details are correct, and they have supplied all the required information.
• You will process payments, client requests, record case updates accurately and arrange appointment bookings.
• You will be expected to maintain accurate and up-to-date information on all cases and be involved in the drafting of client letters.
• We need you to handle sensitive and personal information confidentially. This is really important to safeguard client and colleague data.
• You will work as part of a team to record client feedback and resolve or escalate customer queries and complaints.
• You will be working as part of a wider network within the organisation and will help and support colleagues and Team Managers to provide an efficient and high-quality service to all clients.
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 Recruitment@socialsecurity.gov.scot.
Location - Glasgow
Hours - 35 hours per week
Closing Date - Friday 11th April 2025 at 23:55
Reference - 864
Employment Type - Permanent
Overview
As a Client Advisor for Social Security Scotland, you will make a real difference to the people across Scotland by supporting them to apply for our benefits. Client Advisors need to have excellent communication skills to engage with people through telephone calls, web chat, letter and email, providing a friendly and high standard of service. Client Advisors play a crucial role directly interacting with clients, ensuring they have the support to access the benefits they are entitled to and are treated with dignity, fairness and respect.
Client Services Delivery is the operational business area within Social Security Scotland that ensures clients receive the financial support they need across a number of benefits. Working in Client Services Delivery requires flexibility and is demand driven, therefore may involve working in different benefit areas, at different times. The majority of your time will be spent providing direct support to clients through the answering of telephone queries or responding on webchat. The remaining time you will be processing applications. It is a performance driven environment where we all work to provide the best service we can to our clients.
In this role 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
The Client Advisor role is primarily focused on client contact, mainly through inbound telephony, but is split with application processing time. This role requires IT skills and an understanding of Microsoft packages to manage your varied workload. Every day will be different, but one thing will always be the same - our clients will need you to help them apply for the benefits they need.
Here’s what you will be doing:
• Through inbound and outbound calls, you will provide clients with accurate information in a warm and friendly way.
• You will also interact with clients online via webchat, email and may have the opportunity to engage with clients face-to-face.
• You will process client applications in a timely and efficient manner making sure their details are correct, and they have supplied all the required information.
• You will process payments, client requests, record case updates accurately and arrange appointment bookings.
• You will be expected to maintain accurate and up-to-date information on all cases and be involved in the drafting of client letters.
• We need you to handle sensitive and personal information confidentially. This is really important to safeguard client and colleague data.
• You will work as part of a team to record client feedback and resolve or escalate customer queries and complaints.
• You will be working as part of a wider network within the organisation and will help and support colleagues and Team Managers to provide an efficient and high-quality service to all clients.
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 Recruitment@socialsecurity.gov.scot.