Frequently asked questions

A Client Advisor supports people across Scotland in applying for benefits delivered by Social Security Scotland on behalf of the Scottish Government. This includes handling inbound and outbound calls, webchats, emails and letters as well as processing applications and payments. The role includes speaking to clients and requires the successful candidates to deliver a high standard of service with our core values of dignity, fairness and respect.

• Excellent communication skills (verbal and written)
• Strong IT skills, including Microsoft Office
• Ability to manage a varied workload
• Attention to detail and accuracy
• Ability to work collaboratively in a team
• Confidentiality and professionalism when handling sensitive information
• Belief in our core values of treating everyone with dignity, fairness and respect

Yes. Successful candidates will undergo up to six weeks of mandatory full-time training, which includes both home-based and in-office learning. You must be available full time during this period before transitioning to your agreed working pattern.

While the training is full time, alternative working patterns may be available after training, subject to business needs. Flexibility is required by successful candidates as the demand for benefits has several peaks throughout the year.

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 5pm, 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  a minimum of two days per week worked in either the Glasgow or Dundee office, depending on your chosen location. These days may be scheduled by team managers to support team collaboration.

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 “Managing a Quality Service” behaviour.
4. Online Recorded Interview – If successful in the sift.

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

• Managing a Quality Service (Level 1)
• Working Together (Level 1)
• Communicating and Influencing (Level 1)

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.

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.

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.

This recruitment campaign is for Fixed Term Appointments for approx. 6 months. Although there is no guarantee, depending on business needs and budget approval there is a possibility of these contacts being extended or being made permanent.

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.

If you are currently on an active reserve list, you do not need to reapply unless you wish to update your application or be considered for a different location or contract type. Your place on the reserve list remains valid for up to 12 months from the date you were notified.

New campaigns may be launched for several reasons, including:

• The need to recruit for different locations or contract types (e.g., permanent vs fixed term)
• A larger volume of upcoming vacancies than the current reserve list can fill.

This ensures Social Security Scotland can meet operational demands effectively and fairly.

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 pre-set 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.