Social Security Scotland
B1 - Client Support Advisor - West Lothian - Social Security Scotland
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To serve the people of Scotland, Social Security Scotland needs to ensure access to our support services within local communities across Scotland. This job is an exciting opportunity to deliver a face-to-face service to support clients across West Lothian. There will be 1 post on offer.
This post will be based within West Lothian. In all instances the successful candidate must be prepared to travel and work across neighbouring Local Authority areas to meet client demand. In this instance, this will be the Edinburgh, Midlothian and East Lothian Local Authority areas. On occasion you may have to cover the Scottish Borders area.
As a Client Support Advisor, you will build rapport and help people understand the benefits they may be entitled to and how to access them through tailored one-to-one support.
Every day will be different, but one thing will always be the same – you will treat all clients with dignity, fairness and respect. To do this you will be an ambassador for Social Security Scotland and provide a visible presence across the local area.
Responsibilities
- You will have excellent communication skills to listen to clients and clearly explain the benefits they may be entitled to, helping them to complete online and paper applications.
- You will have good attention to detail to support clients through the application process and any follow up actions relating to their case.
- We need you to be motivated, with the ability to travel to carry out home and outreach visits.
- You need to be able to work independently as well as part of a team.
- You will need to be independent and confident managing your own workload and diary to make the most your day.
- You will provide accurate advice to our clients; personally escalate complex enquiries and complaints and signpost clients to additional support they may be entitled to.
- You will work in a shared environment with other agencies, so you need to be someone who can create and maintain strong relationships with local bodies to continuously improve the quality of our service.
- You will deal with clients sensitively and appropriately and uphold our values of dignity, fairness and respect.
- We will look to you to make sure services are provided on a value for money basis.
- We will need you to abide by data protection regulations and make sure personal and sensitive information is secure at all times.
- You will be expected to have awareness of the benefits Social Security Scotland deliver and to signpost to other support organisations when appropriate. Relevant training will be provided.
Success Profiles
We use an assessment framework called ‘Success Profiles’ which lists the elements we test and provides detailed descriptions of each. Find out more about the framework here.
For this post, the following Success Profile elements will be assessed:
Technical / Professional Skills
You will demonstrate the following skills within the Core ODP Skills - Operational Delivery Profession Framework.
- Operational Leadership and Management – Level Awareness
- Data and Insight – Level Awareness
Behaviours
- Communicating and Influencing - Level 2
- Making Effective Decisions - Level 2
- Changing and Improving - Level 2
You can find out more about Success Profiles Behaviours here.
How To Apply
Apply online, you must provide a CV and Supporting Statement (of no more than 1000 words) which provides evidence of how you meet the Success Profiles above. Both the CV and the supporting statement provided will be assessed against the criteria for the role.
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Artificial Intelligence (AI) tools can be used to support your application, but all statements and examples provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, and presented as your own) applications will be withdrawn and internal candidates may be subject to disciplinary action.
Should a large number of applications be received, an initial sift may be conducted using the CV and personal statement on the first behaviour - Communicating and Influencing.
If invited for further assessment, this will consist of an interview and presentation.
Please note. We aim to provide feedback on request. However, if we receive a large number of applications it may not be possible for us to provide specific feedback on your application. We will provide feedback on request to candidates who attend an interview/assessment.
Information Session
We will be hosting an online information session on Wednesday 29th July at 12:00 - 13:00, where we will be discussing:
- The Client Support Adviser role and team
- About Social Security Scotland
- Our recruitment process
- Q&A with the hiring manager
If you would like to attend, please join using the link below:
Expected Timeline (subject to change)
- Sifting – week commencing 10th August 2026 and week commencing 17th August 2026.
- Interviewing – week commencing 31st August 2026.
Reserve List
In the event that there are more successful candidates than posts available, a reserve list will be kept for up to 12 months.
About Us
Social Security Scotland is an Executive Agency of the Scottish Government. Our benefits help people from all walks of life in Scotland. We offer rewarding careers and employ people across Scotland in a wide range of professions and roles. We are committed to recruiting a diverse workforce that is representative of the clients we serve. Find more about us here.
We offer a supportive and inclusive working environment along with a wide range of employee benefits. Find out more about what we offer here.
As part of the UK Civil Service, we uphold the Civil Service Nationality Rules.
Working Pattern
Our standard hours are 35 hours per week. We offer a range of flexible and hybrid working options depending on the needs of the role.
The Client Support Advisor role will involve travel across the assigned location in which you are based, working from multiple locations in the local community. Client Support Advisors will primarily be supporting clients in their own home or via outreach visits at Local Delivery Partnership offices or other agreed community locations. Some appointments may also be conducted remotely via telephone or video call. There may also be occasions where travel to our main Social Security Offices in Agnes Husband House Dundee and 220 High Street Glasgow is required.
This role requires extensive travel across the Local Authority area(s) therefore a driving licence is desired to ensure that client appointments can be effectively scheduled and resourced. Whilst it is not mandatory to hold a valid driving licence, access to regular and efficient public transport must be readily available to fulfil our commitment to support clients across the local community and Client Support Advisors would be expected to use the most efficient option available.
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Security Checks
Successful candidates must complete the Baseline Personnel Security Standard (BPSS), before they can be appointed. BPSS is comprised of four main pre-employment checks – Identity, Right to work, Employment History and a Criminal Record check (unspent convictions).
You can find out more about BPSS on the UK Government website, or read about the different levels of security checks in our Candidate Guide.
Please note, if successful, you will also need to undertake a PVG check.
Equality Statement
Social Security Scotland are committed to equality and inclusion and we aim to recruit a diverse workforce that reflects the population of our nation.
Social Security Scotland are a Disability Confident Employer. We will consider and implement any reasonable adjustments you may require throughout the recruitment process and during the course of your employment, should you be successful in securing a post. If you feel you may require assistance with any part of our recruitment process, please contact us at recruitment@socialsecurity.gov.scot
Find out more about our commitment to diversity and how we offer support and recruitment adjustments for anyone who needs them.
Right to Work in the UK
Social Security Scotland is an approved sponsor under the UK Visa and Immigration (UKVI) Skilled Worker route. Please note that UK immigration guidance, including skill and salary thresholds and eligible occupations, is reviewed regularly and subject to change. If you require visa sponsorship, you should check the latest criteria to confirm whether this role meets current requirements before applying. You can find further advice on Gov.UK - Skilled Worker visa: Overview - GOV.UK.
Further Information
The successful candidate will be expected to remain in post for a minimum of 3 years unless successful in gaining promotion to a higher Band or Grade.
Social Security Scotland’s recruitment processes are underpinned by the recruitment principles of the Civil Service Commissioner, which outline that selection for appointment be made on merit on the basis of fair and open competition - Recruitment - Civil Service Commission
If you feel at any time your application has not been treated in accordance with the values in the Civil Service Code and/or if you feel the recruitment has been conducted in such a way that conflicts with the Civil Service Commissioner’s Recruitment Principles, you can make a complaint, by contacting Social Security Scotland at recruitment@socialsecurity.gov.scot in the first instance. If you are not satisfied with the response you receive you can contact the Civil Service Commissioner.
Find out more about our organisation, what we offer staff members and how to apply on our Careers Website.
Read our Candidate Guide for further information on our recruitment and application processes.
If you experience any difficulties accessing our website or completing the online application form, please contact the Resourcing Team via recruitment@socialsecurity.gov.scot
Apply before: 23:55 on Thursday 6th August 2026.
Contact Name: Resourcing Team
Contact E-Mail: recruitment@socialsecurity.gov
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