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Universal Support: Help to Claim Adviser

Position: Universal Support: Help to Claim Adviser

Location: Church Gresley, Swadlincote

Closing date: 30 Medi 2019

Role details

Job title: Universal Support - Help to Claim Adviser

Location: Church Gresley, Swadlincote

Salary: 18,376

London allowance: No

Salary pro rata: No

Hours per week: 37.5

Type of contract: Fixed term

End date of contract: 2020-03-31

Closing date for applications: 2019-09-30

How to apply: email


Citizens Advice is set to deliver a new service called “Universal Support: Help to Claim” which offers end-to-end support to help people make a new Universal Credit claim and be ready for when their first payment arrives.

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 will 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 using sensitive listening and questioning skills in order to

allow clients to explain their problem(s) and empower them to set their own


• 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.

• Act for the client 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


• 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.

• Work in a variety of settings including community outreach, Jobcentres and

local authority offices as required

• Complete the required training to comply with quality assurance processes

Research and campaigns

• Support our research and campaigns work through various channels

including case studies, data collection and client consent

Professional development

• Keep up to date with legislation, policies and procedures and undertake

appropriate training

• Read relevant publications

• Attend relevant internal and external meetings as agreed with the line


• Prepare for and attend supervision sessions/team meetings/staff meetings

as appropriate


• Use of telephony and IT equipment for multichannel delivery of advice


• Use of IT software for statistical recording of information relating to

research and campaigns and funding requirements, record keeping and

document production. Ensure GDPR compliant training is completed on an

annual basis

• Ensure that all work conforms to your organisation’s systems and


• Other duties and responsibilities

• Carry out any other tasks that may be within the scope of the post to ensure

the effective delivery and development of the service

• Demonstrate commitment to the aims and policies of Citizens Advice

• Abide by health and safety guidelines and share responsibility for own

safety and that of colleagues

Person Spec


• Ability to use sensitive listening and questioning skills to get to the root of

the issues and empower clients, whilst maintaining structure and control of

meetings with them

• Ability to give and receive feedback objectively and sensitively and a

willingness to challenge constructively

• Ability to use telephony and IT systems to deliver services across multiple

channels for example web chat and telephone

• Ability to use IT systems and packages, and resources in the provision of

advice, record keeping and document production

• Good IT knowledge with an ability to support clients with their online claim


• Ability and willingness to work as part of a team

• A commitment to continuous professional development, including a

willingness to develop knowledge and skills in advice topics

• Ability to work in outreach settings with an understanding of information

assurance and safety in those settings

• Ability to develop and maintain positive working relationships with external


• Ability to commit to and work with the aims, principles and policies of the

Citizens Advice service

• A good up to date understanding of equality and diversity and its application

to the provision of advice

• Ability to monitor and maintain standards for advice provision and quality


• Ability to drive and/or willingness to work across both offices, and possible

outreach locations


• Knowledge of the benefits systems including Universal Credit

• Ability to carry out accurate benefit check calculations

• Basic knowledge of multiple enquiry areas to aid with identifying

emergencies and

Want to chat about this role?

If you want to chat about the role further, you can contact Sam Worthington by emailing or by calling 01283 210108.

Every local Citizens Advice is a registered charity. Different application procedures are adopted by individual local Citizens Advice. Contact the relevant one as outlined in the information about this role. You should not send an application form to national Citizens Advice.

All local Citizens Advice produce their own annual report, but you can find out more about the Citizens Advice network or download the latest national Citizens Advice annual report.