Case Manager – Glasgow (5105)
Social Security Scotland is recruiting 6 permanent Case Managers / Client Experience Officers to support the delivery of devolved benefits and grants to people across Scotland.
The role offers a salary of £34,936 to £37,894 per year and is based in Glasgow or Dundee. The position is full-time and sits within the Client Services Delivery division.
Closing date: Monday 5 October 2026 at 11:55 pm
Job Details
- Job title: Case Manager – Glasgow (5105)
- Employer: Social Security Scotland
- Reference: 482237
- Salary: £34,936 – £37,894 per year
- Grade: Executive Officer (B1)
- Contract: Permanent
- Number of vacancies: 6
- Locations: Glasgow and Dundee, Scotland
- Working pattern: Full-time
- Business area: SSS – Client Services Delivery
- Profession: Operational Delivery
- Closing date: 5 October 2026 at 11:55 pm
- Expected start date: March 2027
About the Role
As a Case Manager or Client Experience Officer, you will help Social Security Scotland deliver financial support to people who are entitled to devolved benefits and grants.
You will manage a caseload, assess applications and make decisions based on the information and evidence available. The role requires strong organisation, attention to detail and the ability to communicate clearly with clients.
The position is part of Social Security Scotland’s Operational Delivery Profession, which plays a central role in delivering services to clients across Scotland.
The work is demand-driven, so you may work across different benefit areas at different times.
Key Responsibilities
Your responsibilities may include:
- Assessing new benefit applications, case reviews and redeterminations or appeals.
- Reviewing information and evidence to determine whether further details are required.
- Making timely and accurate decisions relating to benefit applications.
- Managing a complex caseload and associated administrative tasks.
- Communicating with clients by telephone and in writing.
- Explaining application decisions and outcomes clearly.
- Handling sensitive and personal information confidentially.
- Following data protection requirements and organisational policies.
- Reviewing decisions to help ensure clients receive fair and accurate outcomes.
- Explaining complex cases in a clear and understandable way.
- Working with colleagues to identify opportunities to improve services.
- Meeting agreed performance and quality standards.
- Using Microsoft applications, including Word and Excel.
Requirements / Person Specification
The recruitment process uses the Civil Service Success Profiles framework.
The following behaviours will be assessed at Level 2:
- Making Effective Decisions
- Communicating and Influencing
- Managing a Quality Service
- Delivering at Pace
You will need strong organisational and communication skills, attention to detail and the ability to manage work effectively in a performance-focused environment.
Strong IT skills and familiarity with Microsoft Office applications such as Word and Excel are also required.
Salary & Benefits
The successful candidates will receive a salary of £34,936 to £37,894 per year.
Benefits include:
- 25 days’ annual leave on joining, increasing to 30 days after two full years of service.
- 11.5 public and privilege days each year.
- Civil Service pension.
- Flexi-time arrangements.
- Options for flexible working, including the possibility of part-time, term-time and job-share arrangements.
- Retail, travel and lifestyle discounts.
- 24/7 Employee Assistance Programme.
- Up to six days’ paid special leave each year for volunteering.
- Modern offices in Glasgow and Dundee with access to public transport.
Working Pattern
The advertised position is full-time.
Social Security Scotland also states that it supports flexible working arrangements, including part-time, term-time and job-share options, subject to the requirements of the role.
Visa / Right-to-Work
The advert does not state that visa sponsorship is available for this position.
Applicants must meet the Civil Service nationality and right-to-work requirements. The vacancy is broadly open to eligible UK nationals, Irish nationals, certain Commonwealth nationals with the right to work in the UK, qualifying EU/EEA/Swiss nationals and others covered by the Civil Service nationality rules.
Applicants who require a new UK visa or sponsorship should check their eligibility directly with the employer before applying.
Application / Selection Process
Applications must be submitted through the Social Security Scotland recruitment site using the Apply at Advertiser’s Site option.
The advertised recruitment timeline is:
- Closing date: Monday 5 October 2026 at 11:55 pm
- Online test: From the week commencing 5 October 2026
- Sift: From Wednesday 21 October 2026
- Interviews: From the week commencing 23 November 2026
- Offers: January 2027
- Expected start: March 2027
The timeline is subject to change.
Candidates should ensure that application examples and statements are truthful, factually accurate and based on their own experience. The employer states that inappropriate use of AI or plagiarism may result in an application being withdrawn.
Successful candidates will be required to complete a basic or equivalent criminal record check and Baseline Personnel Security Standard (BPSS) checks.
Feedback will only be provided to candidates who attend an interview or assessment.
Closing Date
Monday 5 October 2026 at 11:55 pm
This vacancy will no longer be available through the Civil Service Jobs website after it closes, so applicants should submit their application before the deadline.
How to Apply
To apply, use the official Social Security Scotland recruitment portal:
For application guidance, Social Security Scotland provides further information through its Help with your application resources.
Job contact: Resourcing Team
Email: recruitment@socialsecurity.gov.scot
Telephone: 0800 157 7194
Related UK Jobs
If you are looking for UK Civil Service, public sector, administrative, customer service or visa-related employment opportunities, check TRHNP regularly for newly published vacancies.