Job Description

Salary:

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

Hours:

Full-time and part-time roles available

Contract:

Fixed term, up to 31st March 2026

Location:

Primarily home-based, with an office base in Hinckley for occasional team meetings.

For someone making a new claim for Universal Credit, the wait for that first payment can be one of the most stressful times of their life. You can be the expert voice that guides them through it.

This is a fast-paced, high-impact role at the very heart of what we do. As part of our national "Help to Claim" service, you will be the first point of contact for people who need to navigate the Universal Credit system, often for the first time.

Working from home via phone and webchat, your job is to be a calm, clear and technically fluent guide. You will provide tailored support, complete accurate benefit checks and ensure every client you speak to gets to their first correct payment with confidence and dignity.

This isn't just a customer service role. We're looking for someone with a unique blend of empathy and technical skill. You might be the right fit if:

You have a real head for numbers.

The role requires confidence in maths to ensure clients understand their entitlements.

You can be the calm in the storm.

You'll be supporting vulnerable people in stressful situations, so sensitive listening skills and resilience are essential.

You're tech-savvy and a great communicator.

You need to be comfortable switching between phone calls, webchats, and our case management systems, all while explaining complex information simply.

You already know the system.

A solid understanding of the welfare benefits system, particularly Universal Credit, is a key requirement for this position.

Why do this challenging work?

Because the impact you'll have is immediate and profound. You won't just be giving advice - you'll be providing a crucial lifeline that prevents debt and hardship for people in our community.

You'll be joining a supportive, high-performing team that values collaboration and continuous learning. We provide dedicated training and development to ensure you have the tools and knowledge to excel and make a real, measurable difference every day.

Ready to apply?

If you have the skills and the heart for this work, we want to hear from you.

Closing date for applications:

Midnight, Tuesday, 29th July 2025

Interview dates:

To be confirmed, but we will provide at least one week's notice.
To apply, please review the full job pack on our website and complete our application form. We do not accept CVs.

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 must be reported to and approved in advance by your line manager. 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. 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 Health & wellbeing programme Sick pay Work from home
Work Location: Hybrid remote in Leicester LE1 3PJ