B1 - Client Support Advisor - West Lothian

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.

• 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 escape 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.

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:

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

• 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.

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

Sifting – week commencing 10th August 2026 and week commencing 17th August 2026.

Interviewing – week commencing 31st August 2026.

In the event that there are more successful candidates than posts available, a reserve list will be kept for up to 12 months.

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…