Job Description

Salary:

26,949 per annum (pro-rata for part-time roles)

Hours:

Full-time and part-time roles available

Contract:

Fixed term, running until 31st March 2026

Location:

Home-based, with an office base in Hinckley. Some travel within Leicestershire and Northamptonshire will be required for meetings.

Application deadline:

Midnight, 29th July 2025

Interviews:

To be confirmed (at least one week's notice will be provided)

About the role

The Help to Claim service is a crucial, DWP-funded service that provides high-quality advice to people making a new claim for Universal Credit.

As a Help to Claim Adviser, you will be the bridge between people needing support and the financial security that Universal Credit provides. Working primarily via phone and webchat, your guidance will empower clients to navigate their first application with confidence, from the initial steps right through to their first payment.

What you will be doing

Being the friendly and professional voice on the phone or webchat, guiding people through their Universal Credit applications. Using our resources to provide accurate, up-to-date information and support. Helping clients understand their benefit entitlements and any financial implications. Using established templates and processes to ensure a smooth client journey and maintain high standards of quality.

About you

While some knowledge of the welfare benefits system is helpful, your willingness to learn and commitment to helping people are what matter most. This is a great opportunity to develop valuable skills while providing vital support.

We are looking for someone who:

Can explain complex information in a simple and easy-to-understand way. Is comfortable using technology and digital tools for communication and record-keeping. Is confident with numbers and performing calculations. Enjoys taking ownership of their work and uses their initiative to solve problems. Is a team player, committed to sharing knowledge and collaborating with colleagues.

What we offer

We are more than just a workplace; we're a community dedicated to helping people. We invest in your growth with ongoing training and development opportunities to help you reach your full potential in this important work. You will join a talented team that values collaboration, innovation, and the unique perspective you bring.

To see the full range of benefits we offer, please visit our website. With our refreshed purpose and values, now is the perfect time to join us and help shape the future of our organisation.

How to apply

Please note: we do not accept CVs.

To apply, please visit our website to read the full staff recruitment pack, job description and person specification, and application guidance. All applications must be submitted using our official application form.

No applications will be accepted after the deadline of midnight, 29th July 2025.

Who We are:

Citizens Advice LeicesterShire is an independent and local non-profit organisation. Our purpose is

"Sharing knowledge to transform lives"

. By listening to the needs of our communities and clients, we act to provide accessible, high-quality information, advice and education to anyone who needs it. We empower individuals with the tools and support they need to build resilience and thrive. By working in partnership with national and local organisations, we're able to advocate for a fairer society, amplifying the voices of those often unheard. We demonstrate and uphold our values:

we care, we help, we excel and we challenge

to achieve positive outcomes for the people we help. Last year we supported over 31,000 people across Leicester and Leicestershire, securing them 14 million in additional income.

Additional information

Additional information

This post is subject to a basic Disclosure and Barring Service (DBS) check. Citizens Advice LeicesterShire is an equal opportunities employer and is committed to diversity and inclusion. We welcome applications from all sections of the community. Access to our systems is only permitted from within England or Wales. For contractual and operational purposes, "home" refers to the primary residential address listed on your job application. Any changes to this address--whether permanent or temporary--must be reported to and approved in advance by your line manager. This role is primarily home based, however, some travel may be required for meetings and team activity. You will be informed in advance regarding any travel requirements. This includes but is not limited to meetings held quarterly or once in six months without any specific time set. Please be advised that we are not considering fully remote posts for this role.

Job Types: Full-time, Part-time, Fixed term contract

Pay: Up to 26,949.00 per year

Expected hours: No more than 37 per week

Benefits:

Additional leave Company pension Sick pay Work from home
Schedule:

8 hour shift Day shift Monday to Friday No weekends
Work Location: Hybrid remote in Hinckley, LE10 0FR