Help to Claim Adviser

We have an opportunity for an adviser to join our existing advice services team who deliver advice to the public on issues relating to Universal Credit and linked benefits and issues. The role will form part of the national Help to Claim service which provides support to people with queries relating to Universal Credit up to first payment via telephone, webchat and video channels between 8am and 6pm Monday to Friday.

We are looking for an adviser with good IT skills to support clients to make and complete their new Universal Credit claim, as well as a commitment to the aims and principles of the Citizens Advice Service.

You’ll have the ability to interview clients using sensitive listening and questioning skills to get to the root of the issues and empower clients, whilst maintaining structure and control of meetings.

Advice giving

Interview clients over the phone and via web chat, using sensitive listening and questioning skills in order to allow clients to explain their problem(s) and empower them to set their own priorities

Remotely supporting clients to use IT to make their new Universal Credit claim

Use Citizens Advice resources to find, interpret and communicate the relevant information to clients

Complete benefits checks when appropriate

Research and explore options and implications so that clients can make informed decisions.

Support clients where necessary using appropriate communication skills and channels.

Refer internally or to other specialist agencies as appropriate.

Ensure that all work meets quality standards and the requirements of the funder

Ensure that work reflects and supports the Citizens Advice service's equality and diversity strategy.

Maintain detailed case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation.

Complete the required training to comply with quality assurance processes

For the full job pack and details of how to apply please visit https://www.caox.org.uk/jobs