Q&A with Jack, Client Advisor

What is your name, what is your role and how long have you been doing it?

My name is Jack, I am a Client Advisor in Adult Disability Payment and I have been working at Social Security Scotland since September 2025.

What was your first job?

My first job was working as a barman in Wetherspoons.

What made you decide to join the Civil Service?

I know multiple family members and friends who are civil servants and they have always said what a great career it is to become a part of. There is plenty of progression and a lot of benefits of joining the Civil Service.

What does your role as a Client Advisor involve?

The role of a Client Advisor in Adult Disability Payment is to support clients who are making new applications for the benefit, or to answer any queries that they may have about their ongoing benefits.

Did you learn on the job or need special skills? Do you feel supported in your role?

You don’t need special skills, but being able to empathise with clients is a must. You may come across difficult queries some days, but even if you can’t get the answer right away, you know that you can collaborate with your team or other advisors to come up with the right solution. It’s a very supportive department.

Can you describe a typical day?

No two days are the same. We support clients with such varied needs that so many different situations can arise. I speak to clients most days, whether it’s a phone or processing day. Phone days involve answering client calls whereas processing is mostly making calls to ask clients for more information about their application. I really enjoy speaking to clients as it’s a good way to make them feel at ease during the application or review process and to give them a better understanding of the processes we have in place. It gives me a great sense of satisfaction to know that I have made someone feel more relaxed about contacting us or dealing with us.

Do you find the job rewarding? What are the best things about your job?

I find the role very rewarding, as I know that I am helping people in difficult situations, as well as putting people’s minds at ease during stressful review periods or answering queries.

How do Social Security Scotland’s values influence your work?

The values of dignity, fairness and respect are of vital importance in all of my day-to-day work. You cannot have any judgmental feelings towards our clients when they tell us about their circumstances, and you must be able to empathise with clients and make them feel seen and heard.