Frequently asked questions

As a Client Manager (either a Case Manager or Client Experience Officer), you will support people across Scotland by assessing applications for benefits and ensuring clients receive the financial support they are entitled to.

The role involves managing a caseload of applications, reviews and redeterminations, gathering and assessing information, and making fair, accurate decisions in line with legislation and policy. You will communicate with clients by telephone and in writing to request information, explain decisions and provide support throughout their journey.

You will work in a fast paced, performance driven environment where accuracy, attention to detail and excellent customer service are essential. Throughout your work, you will uphold Social Security Scotland's values of dignity, fairness and respect.

• Strong organisational skills and the ability to manage a varied and complex caseload.
• Excellent communication skills (verbal and written)
• Flexibility and adaptability to changing priorities and business needs.
• The ability to gather, analyse and assess information to make fair and evidence-based decisions. 
• Strong IT skills, including Microsoft Office and Excel
• Attention to detail and accuracy
• Ability to work collaboratively and effectively in a fast-paced environment and contribute to service improvements.
• Strong customer service skills, with empathy and professionalism when supporting clients.
• Confidentiality and professionalism when handling sensitive information
• Belief in our core values of treating everyone with dignity, fairness and respect

You will receive full and comprehensive training which will be a mixture of at home and in office learning. The mandatory training period is full time (Monday to Friday) and therefore successful candidates would be required to make themselves available for this period, prior to commencing agreed alternative working patterns for consolidation after training. 

The standard working week is 35 hours, typically between 8am and 6pm, Monday to Friday. You may be required to work set start and finish times to meet client demand and during busy periods. Flexible working options are available depending on business needs. 

Our standard hours are 35 hours per week, however working patterns may include full time and part-time hours and we offer a range of flexible working options, depending on the needs of the role. You may be required to work set start and finish times between 8 a.m. and 6 p.m. to ensure we have the right levels of resource in place to meet client demand.

We embrace a hybrid working style where all colleagues will spend time in our Dundee or Glasgow office. You are required to work a minimum of 2 days per week in your assigned location, which will be Agnes Husband House, Dundee or 220 High Street, Glasgow. These days may be set by a rota to enable teams to benefit from working together on office days.

Further details on available working patterns and flexibility options will be discussed during the recruitment process and onboarding.
 

You may work across different benefit areas depending on demand. This ensures clients receive timely support and allows you to develop a broad understanding of the services we deliver for the people of Scotland.

The standard working week is 35 hours, typically between 8am and 6pm, Monday to Friday. You may be required to work set start and finish times to meet client demand and during busy periods. Flexible working options are available depending on business needs.

Social Security Scotland offers hybrid working options with a minimum of two days per week worked in either the Glasgow or Dundee office, depending on your chosen location. 

The recruitment process includes:

1. Online Application – Submit a CV and a Supporting Statement (max 750 words).
2. Online Assessment – Includes computer literacy, Situational Judgement Test and Personality Questionnaire.
3. Application Sift – Based on your CV and statement, especially focusing on the “Making Effective Decisions (level 2)” behaviour.
4. Online Recorded Interview – If successful in the sift.

Your statement should demonstrate how you meet the Success Profile behaviours:

• Making effective decisions (Level 2)  
• Communicating and influencing (Level 2) 
• Managing a quality service (Level 2) 
• Delivering at pace (Level 2) 

Use specific examples from your experience to show how you meet these criteria.
 

Success Profiles is the Civil Service assessment framework. It evaluates candidates based on behaviours, strengths, experience, ability and technical skills. For this role, the focus is solely on behaviours. A link to the behaviours can be found on the job advert.

If you don’t pass the online assessment, your application will not proceed to the sift stage. You will be notified via email.

Due to the high volume of applications, only general feedback will be provided upon request. Specific feedback on individual applications will not be available. Online assessment feedback will also not be available.

Yes. Social Security Scotland encourages candidates to attend application workshops. These sessions provide tips on applying, explain the Success Profiles and offer guidance on writing your CV and personal statement. Links to the workshops can be found on the job advert.

This recruitment campaign is for Permanent appointments. 

If you pass all stages of the recruitment process but there are more successful candidates than available posts, you may be placed on a reserve list. This list is valid for up to 12 months and you may be offered a role if a vacancy arises during that time.

Yes, as part of the UK Civil Service, Social Security Scotland adheres to the Civil Service Nationality Rules. You must be a:

• UK national
• National of a Commonwealth country with the right to work in the UK
• National of the Republic of Ireland
• EEA or Swiss national with settled or pre-settled status under the EU Settlement Scheme.

You can find full eligibility details on the Civil Service website.

Social Security Scotland is committed to equality, diversity, and inclusion for all of our clients and colleagues. We aim to recruit a workforce that reflects the diversity of Scotland’s population, and we are a Disability Confident Employer.

Absolutely. If you require reasonable adjustments at any stage of the recruitment process or during employment, please contact the recruitment team at: Recruitment@socialsecurity.gov.scot. 

Adjustments may include alternative formats, additional time or support during assessments and interviews.

You can learn more about Social Security Scotland’s commitment to diversity and the support available for candidates on our website.

No, your written application and interview responses will be scored by a panel of Civil Service employees. The Online Assessments (situational judgement test and personality questionnaire) have pass marks determined by Social Security Scotland and external Occupational Psychologists.

Yes. You will be joining the Operational Delivery Profession, the largest profession within Social Security Scotland and the Civil Service. This recognises the importance of your role in delivering public services.