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Social Security Scotland - Provision of 39 Client Advisors - Glasgow

Social Security Scotland

This public procurement record has 1 release in its history.

Award

27 Jul 2026 at 01:00

PCS Notice - Website Contract Award Notice
Summary of the contracting process

Social Security Scotland engaged 39 client advisers based in Glasgow to support clients across telephone, webchat, email and potentially face-to-face channels. The service includes giving accurate information, processing applications and payments, checking client details and supporting evidence, recording case updates, arranging appointments and drafting client letters. Advisers also handle sensitive personal information confidentially, record feedback, resolve or escalate queries and complaints, and work with colleagues and team managers to maintain an efficient, high-quality service. This is a client-contact and administrative support service within social protection, classified under CPV 79620000. The buying organisation is Social Security Scotland, based in Dundee, and the service location is Glasgow. The requirement was structured as one lot and awarded through the TEMP ADMINISTRATIVE, CATERING AND MANUAL STAFF SERVICES framework agreement.

This procurement is complete and has been awarded to Venesky Brown Ltd through an open procedure and framework call-off. The contract was signed on 6 July 2026 and is active. The contract value is £2,765,522.76. The lot notice gives a value of £702,808.47 for approximately six months for the 39 advisers, based on an indicative £18,020.73 per adviser. Each adviser contract can be extended for up to 23 months; the stated estimated extension value is £52,890.11 per adviser, or £2,062,714.29 for all 39 advisers. One bid was received, it was electronic, and it was recorded as an SME bid. The requirement covered one completed lot, evaluated through the open framework route, with the selected supplier providing the full adviser service.

For a supplier assessing future demand from Social Security Scotland, this award demonstrates a substantial requirement for coordinated temporary administrative and client-contact staffing at scale. Credible competitors would need to recruit, vet, train and manage a sizeable team of advisers able to work in Glasgow and handle inbound and outbound calls, webchat, email and possible face-to-face interactions. They would need strong application-processing, payment-processing, appointment-booking and case-administration capability, with reliable accuracy and turnaround. Experience of safeguarding sensitive personal information is central, alongside secure handling of client records, drafting correspondence and maintaining confidentiality. A strong operating model should also cover feedback collection, complaint resolution and escalation, close teamwork with managers, and consistent service quality across a large group of workers. The successful route was a staff-services framework call-off, so relevant framework access and mobilisation capability would be important.

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Notice Information

Notice Title

Social Security Scotland - Provision of 39 Client Advisors - Glasgow

Notice Description

The provision of 39 client advisors located in Glasgow, providing the following services: - Through inbound and outbound calls, will provide clients with accurate information in a warm and friendly way. - Will also interact with clients online via webchat, email and may have the opportunity to engage with clients face-to-face. - Will process client applications in a timely and efficient manner making sure their details are correct, and they have supplied all the required information. - Will process payments, client requests, record case updates accurately and arrange appointment bookings. - Will be expected to maintain accurate and up-to-date information on all cases and be involved in the drafting of client letters. - Will handle sensitive and personal information confidentially. This is really important to safeguard client and colleague data. - Will work as part of a team to record client feedback and resolve or escalate customer queries and complaints. - Will be working as part of a wider network within the organisation and will help and support colleagues and Team Managers to provide an efficient and high-quality service to all clients.

Lot Information

Lot 1

Provision of 39 client Advisers for Social Security Scotland located in Glasgow.. The value of the 39 client advisor' contracts in this notice is 702,808.47GBP based on approximately 6 months at the indicative 18,020.73 GBP per client advisor. If the full extension options were taken up the estimated extension value per client advisor is 52,890.11 GBP.

Options: Each client advisor contract has provision for the contract to be extended up to a maximum of 23 months.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-r6ebe6-0000838252
Publication Source
Public Contracts Scotland
Latest Notice
https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JUL560972
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
PCS Notice - Website Contract Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure
Tender Suitability
Not specified
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

79 - Business services: law, marketing, consulting, recruitment, printing and security

CPV Codes

79620000 - Supply services of personnel including temporary staff

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
£2,765,522 £1M-£10M

Notice Dates

Publication Date
27 Jul 20262 months ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Complete
Awards Status
Not Specified
Contracts Status
Active

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
Social Security Scotland
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
DUNDEE
Postcode
DD1 4BF
Postcode Area
Dundee
Country
Scotland
Major Region (ITL 1)
TLM Scotland
Basic Region (ITL 2)
TLM0 Eastern Scotland
Small Region (ITL 3)
TLM03 Angus and Dundee City
Delivery Location
TLM Scotland
Local Authority
Dundee City
Electoral Ward
West End
Westminster Constituency
Dundee Central

Supplier Information

Number of Suppliers
1
Supplier Name

Venesky Brown Ltd

Further Information

Notice Documents

  • https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JUL560972
    Social Security Scotland - Provision of 39 Client Advisors - Glasgow - The provision of 39 client advisors located in Glasgow, providing the following services: - Through inbound and outbound calls, will provide clients with accurate information in a warm and friendly way. - Will also interact with clients online via webchat, email and may have the opportunity to engage with clients face-to-face. - Will process client applications in a timely and efficient manner making sure their details are correct, and they have supplied all the required information. - Will process payments, client requests, record case updates accurately and arrange appointment bookings. - Will be expected to maintain accurate and up-to-date information on all cases and be involved in the drafting of client letters. - Will handle sensitive and personal information confidentially. This is really important to safeguard client and colleague data. - Will work as part of a team to record client feedback and resolve or escalate customer queries and complaints. - Will be working as part of a wider network within the organisation and will help and support colleagues and Team Managers to provide an efficient and high-quality service to all clients.

Open Contracting Data Standard (OCDS)

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts.

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