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Client Advisor

Posted: 28 Apr 2021 Closes: 11 May 2021
Dundee £20,864 - £23,032
Permanent & Full-time social-security-scotland/20210428200542

Good with people? Enjoy helping others?  You could be just who we are looking for.

Social Security Scotland is looking for outgoing, friendly and enthusiastic people to join a team that helps the people of Scotland access the benefits they are entitled to.  You might be from a customer service background in hospitality or travel or in a retail job that provides customer care or advice. Or perhaps you’ve been volunteering for a charity or working for a third sector organisation. It could be your first job or you are returning to the workplace after a break.

Whatever your age or experience, as long as you are good with people and want to help make a real difference to people’s lives, we are happy to hear from you.

As a Client Advisor you will be helping people to understand the benefits they are entitled to and how to access them, you will engage with clients via telephone, web chat or emails, building rapport through your excellent communications skills, being adaptable to changing priorities. We treat each other with dignity, fairness and respect and we extend that to every contact we have with our clients too.

You will work as part of a team and be given full training on all aspects of the role, including systems and technology required, before you start. We will also give you the ongoing support and development you need to succeed.

Now tell us about you

We’ve told you about us and now we’d like to know your story, what makes you who you are and what you can bring to the job.

We have a two stage selection process. The first stage is where we review your application form to decide if it does or does not meet the Essential Criteria. Those who meet the Essential Criteria will normally be selected for the next stage of assessment.

We recommend using STARR. STARR stands for Situation, Task, Action, Result and Reflection (don’t worry if you’ve never heard of it, you can find out more here: xxx). Simply, you describe a situation, what it was, what you did, what happened and what you learned from it.

And to make sure you are a good fit, there are three areas we would like you to cover in your application using a maximum of 300 words. We’d like a different example for each of the following questions.

1. Occasionally, we need to cope with challenging situations. Can you tell us about a challenge you have had and what you did to resolve it positively and constructively.

2. We talk to a wide range of people every day.  So, it’s important that we are able to communicate clearly so that our clients get the information they need.  Tell us about a time when you have had to adjust your communication style to suit a particular situation.

3. Our Client Advisors are a great team. We encourage and support each other to reach shared goals.  What sort of team player are you?  Tell us about a time when you have been an important member of a team and what you were able to contribute. Did the team achieve its aim?

For candidates who submit a successful application, the next stage of assessment will be a competency based pre-recorded video  interview. This is your opportunity to display how best you align yourself to the role.

The competencies tested at interview are:


Team Work

Customer Service

Information Management

Communications and Engagement

Each question at the interview will be aligned to one of the above competencies. We advise all interviewees to familiarise themselves with Scottish Governments “Skills For Success” framework when preparing for their interview. This framework will be included in your invite to interview email alongside other helpful guidance. 



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