Q&A with Kate, Client Advisor

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

My name is Kate and I have been doing this job for a little over a year.  I joined Social Security Scotland on a year’s fixed-term contact and was made permanent in January 2026.

What was your first job?

My first job was working in a care home straight from college, but I have also worked in the NHS and for mental health charities and more recently I was working in schools supporting children with additional support needs.

What made you decide to join the Civil Service?

My children have grown and no longer need me home at holidays and the school working hours were limiting my ability to earn more money and progress with a career. When a friend showed me the job advert for the Client Advisor role, I was keen to apply. I’d heard good things about Social Security Scotland, particularly from the parents of the children I’d worked with who received Child Disability Payment. 

What does your role as a Client Advisor involve?

The main purpose of my role is to call clients and book appointments in relation to their claim. I spend time checking the client’s profile to ensure everything is in place before booking an appointment and liaise with colleagues in other departments if any issues arise. Following the call, I document all relevant details so that the Client Support Advisor has all the information they need prior to attending the appointment.

Did you need special skills?

I came to the organisation with basic IT skills but everything else I learnt through training and continuous learning. I feel very supported in my role, I know I can ask any of my colleagues for advice whether that’s my peers or senior managers. There is an understanding in the bookings team that there are no silly questions, which is particularly comforting when you start.

Do you feel the emphasis on client contact is important?

I speak to clients on a daily basis and it’s the part of the job I enjoy most. They are generally expecting my call and are aware that an appointment is needed to progress their application. Being able to help someone access support that they are entitled to is very rewarding. It’s not uncommon for clients to feel stressed or anxious around the application process and, of course, other things going on in their lives which lead to them applying for support in the first place – I get a great deal of satisfaction in putting them at ease and reassuring them through their journey with us.

What are the best things about your job?

In addition to the above there is a real team spirit within my department and everyone is extremely helpful. Best things about my job along with the great colleagues and many friends I have made are the benefits of being a civil servant from flexible working, generous  pension to volunteer days. I certainly feel valued within my role.

Treating people with dignity, fairness and respect is part of the ethos of Social Security Scotland, how does this impact your work as a Client Advisor?

Every interaction I have with clients are founded on these principles. These are not just buzz words. The entire organisation is founded upon them. We never know what is going on in the lives of the people we are speaking to, these principles remind me of this every day.