Client Manager - Dundee (5104)

Job summary

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 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.

Job description

As a Client 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.

Person specification

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)
  

You can find out more about Success Profiles Behaviours here.

Benefits

Annual Leave - You will receive 25 days annual leave on joining us. This will increase to 30 days after two full years of service. You will also have 11.5 public and privilege days of leave every year. We also offer Flexi-time. Any extra hours you've worked can be taken as leave when suitable.

A Civil Service Pension - This job comes with a Civil Service pension. New joiners to the Civil Service will join a career average pension scheme as standard. Read more here - www.civilservicepensionscheme.org.uk.

Healthy work life balance - We can offer the possibility of full-time, part-time, term-time, and job shares. We also encourage flexible working.

Discounts - You can enjoy a vast range of retail, travel and lifestyle discounts through our benefit scheme.

Personal support for you - Our Employee Assistance Programme gives you confidential, independent information and guidance 24/7.

Volunteering special leave - Up to six days paid special leave a year for volunteering. We support our staff to help causes important to them.

Great locations - Our bright and modern offices in the heart of Dundee and Glasgow have been designed with staff in mind. Both locations are ideal for public transport.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

Expected Timeline (subject to change)
Closing Date – Monday 5th October at 23:55
Online Test – week commencing Monday 5th October
Sift – week commencing Wednesday 21st October
Interviews – week commencing Monday 23rd November
Offers – January 2027
Expected Start Date – March 2027

To apply please submit an application form by clicking on the ‘Apply at Advertisers Site’ button.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a basic (or equivalent) criminal record check.People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were e