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Client Support Adviser

Scottish Government (

Highland

Published
02-12-2019
Contact
Scottish Government (
Practical information
Published:
02-12-2019
Expires:
07-01-2020
Job id:
330133589
Job type:
Full-time
Salary level
£25,367 - £28,341  per year
Job sector:
Public Sector, Customer Service, Call Centre
Job title:
Customer Service Worker
Experience:
Customer Advice, Customer care and service, Sales and customer service
Language:
English Fluent

 

Job Role: Client Support Advisor

Branch: Social Security Scotland

Salary: £25,367 - £28,341

Location: Moray (based in Elgin)

Hours: Full and part time hours are available.

Closing Date: The closing date for the advert it will be 7th January 2020

Reference: IRC79036

Employment Type: Permanent

Number of posts: 1

 

This role sits within Social Security Scotland, an Executive Agency of the Scottish Government.

 

We believe that Social Security is a human right and we are working to make sure people get what they are entitled to whilst being treated with dignity, fairness and respect.

 

In addition to our headquarters in Dundee and administrative base in Glasgow, we will be delivering our services in local communities across Scotland. This role provides an exciting opportunity to deliver a face to face support service based on the principles of dignity, fairness and respect to clients who need it, when they need it and where they need it.

 

As daily travel may be involved, possession of a full driving license which enables you to drive in the UK is required. If you dont hold a full driving license you should describe at your interview how you would fulfil the requirements of the role across the area, including visits to remote areas, using other means of transport.

 

As a Client Support Advisor you will provide clients with one-to-one support and help them understand what devolved benefits they are entitled to, help them complete applications, support people through the process and any follow up actions relating to their case, including signposting clients to other sources of support and advocacy when required.

 

This position would be ideal for someone who can work independently, has excellent inter-personal skills, is passionate about people and is focused on providing an excellent service to Scotlands citizens.

 

Qualifications Required

For jobs in Band B you must hold a minimum of 3 Highers or equivalent qualifications or evidence of working in a challenging customer service environment, taking responsibility for delivering high quality customer-focused services ensuring client needs are fully met.

 

Other qualifications equivalent to these may also be acceptable. If you are in any doubt please contact the Recruiting Manager to discuss.

 

Main Duties

This is an important role within the agency completing a range of duties to ensure that we provide an excellent service to Scotlands citizens by; ensuring clients are able to access help and advice to claim the benefits they are entitled to, they are supported throughout the application process and they are able to enjoy a positive experience of the Scottish social security system.

 

  • Actively listening to and providing clients with empathetic one-to-one support and help them understand what devolved benefits they are entitled to, help complete applications, support people through the process and any follow up actions relating to their case.

  • Manage your own workload and diary to optimise your day, securing personal information and ensuring value for money.

  • Act as a role model who demonstrates Social Security Scotlands values; ensuring that clients are dealt with sensitively, appropriately and with fairness, dignity and respect.

  • Actively engage and build trust with the community, voluntary and other organisations to raise awareness and promote the uptake of benefits in order to maximise household incomes.

  • Ability to work in a shared environment, maintaining strong and effective working relationships to continuously improve the quality of our service based on users experience.

  • Provide accurate advice, personally escalating complex enquiries and complaints.

  • Ability to keep abreast of the changes to the Social Security and Welfare Benefits system, undertaking training on benefits when required.

  • A self-starter with the ability to travel to carry out home and outreach visits, work independently and work as part of a team.

     

    Essential Criteria

    When applying for this job, using the STARR approach is recommended.  You can find more information on STARR by reading the Additional Information page for this job on our recruitment website at: https://www.socialsecurity.gov.scot/work-with-us

  1. Demonstrate excellent communication skills and an ability to explain complex information.

  2. Experience of adapting to changing circumstances whilst managing competing workloads.

  3. The ability to be flexible and embrace new ways of doing things, contributing ideas and energy to continuous improvement.

  4. The ability to assimilate information from a variety of sources in decision making, sharing knowledge and information across the wider team.

Additional information

Provisional sift and interview dates:

 

Sift and interviews commence dates TBC

 

Applicants who proceed to the interview stage will be required to pay their own travelling expenses to the interview location.

 

Minimum time in post:

 

It would be expected that the successful candidate(s) would remain in post for three years, unless successful in achieving promotion to a higher band/grade.

 

Further Information:

 

You will be allocated a base location in Elgin, however this role also requires extensive and regular travel across the Moray Council area. A driving licence is required or alternative means of fulfilling the requirement for daily travel across a wide area provided.

 

Successful candidates may have to travel to a central location for training and may have to attend training courses on a full time basis.

 

We recommend that you read the Additional Information page for this job on our recruitment website at: https://www.socialsecurity.gov.scot/work-with-us. Here you will be able to find out more about Social Security Scotland, the job, the STAR approach, how to apply and also information on workshops and further support available in the next few weeks.

 

For further information and to apply, please click the APPLY button.

 

Apply now

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Scottish Government (

Share this job

Contact
Scottish Government (
Practical information
Published:
02-12-2019
Expires:
07-01-2020
Job id:
330133589
Job type:
Full-time
Salary level
£25,367 - £28,341  per year
Job sector:
Public Sector, Customer Service, Call Centre
Job title:
Customer Service Worker
Experience:
Customer Advice, Customer care and service, Sales and customer service
Language:
English Fluent
Location
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