[ To skip navigation click here ]

Client Experience Officer

This job is closed and is displayed for reference only. 

Job summary

£25367 - £28341
Dundee and Glasgow
Around 37.00 per week
Closing Date
08 October 2019 at midnight
Employment Type
Permanent Employee

We are currently seeking applications for a Client Experience Officer within the Social Security Scotland based in Dundee or Glasgow. This is a permanent and pensionable appointment and new entrants will normally start on the minimum of the pay range. Candidates with a disability who meet the essential criteria below will be invited to the assessments.

These posts sit within the Scottish Government’s newly created Executive Agency, Social Security Scotland, and is an exciting opportunity to be at the forefront and development of our Disability Assistance services.

In September 2018, Social Security Scotland successfully began to administer the first wave of devolved benefits, with further benefits due to be delivered by the Agency as and when they come online. We believe that social security is a human right and we are working towards delivering a new Social Security system that ensures clients receive the financial support they need, whilst being treated with dignity, fairness and respect.

The Client Experience Team is comprised of three sections; Feedback (Complaints, Compliments & Suggestions), re-determinations and appeals. Each section sits independently of the main operational department ensuring that feedback, re-determinations and appeals are independently and thoroughly assessed.

These are important roles and will impact on how Social Security Scotland delivers these new services and is perceived by the people of Scotland. By making decisions on re-determination and complaint cases, you will need to consider whether enough evidence has been provided to make a robust and defendable decision and to be able to provide clear explanations to clients about the outcome of their re-determination or complaint.

These posts will be based in (Glasgow and Dundee) with occasional travel.

The Client Experience Officer provides an excellent opportunity to work in a cross functional team investigating complaints using the complaints handling process,  carrying out redeterminations when the original determination for entitlement have been challenged or assessing and responding to appeal requests. There maybe line management responsibilities as part of this role.

Qualifications Required
For jobs in Band B & C you must hold a minimum of 3 Highers or equivalent or alternative experience managing a team to provide efficent and effective services in response to client needs.

Other qualifications equivalent to these may also be acceptable, if you are in any doubt please contact to discuss.

Please note: If you fail to demonstrate how you meet the minimum qualifications as stated above, your application will be automatically sifted out.

Essential Criteria
1. Experience of applying legislation and/or regulations in a decision making environment
2. Ability to analyse information and evidence to support a decision/conclusion.
3. Experience of prioritising and managing a varied workload in a pressured environment
4. Excellent communication skills – both verbal and written.

Further Information
For further information on this vacancy please download and review the “Person Specification and Further Information for Job Applicants” which you will find below. To apply, you must fully complete and submit an online application via this website before the closing date. To learn more about this opportunity, please contact Sean Forbes who can be reached at sean.forbes@gov.scot or 0131 244 6714.

If you experience any difficulties accessing our website or completing the online application form, please contact the Recruitment Team on 0131 244 5739 or via recruitment@gov.scot. When completing the application form you will be asked which post you are applying for, can you please provide your location preference which will be either "Glasgow" or "Dundee".


Get Acrobat Reader You will need Adobe Acrobat Reader to view PDF documents. To download it for free please click on the logo.