Job Description

We are seeking a compassionate and dedicated Help To Claim Adviser to join our team. You will play a vital role in supporting clients to successfully navigate the Universal Credit application process. This role requires excellent telephone and IT skills, along with a strong commitment to achieving the best possible outcomes for our clients. You will provide high-quality customer service and support to those accessing our services, always upholding the aims and principles of Citizens Advice.

This role offers hybrid working however initial training is office based

Role purpose

Provide tailored telephone and web chat support using sensitive listening and questioning skills in order to allow clients to explain their situation Support service users to make a new Universal Credit claim and to understand the application processes and benefits systems Use Citizens Advice resources to resource, interpret and communicate the relevant information to clients Undertake accurate benefit checks to enable individuals to understand and manage their financial situation Research and explore options and clearly explain implications so that clients can make informed decisions. Liaise with external agencies such as DWP Provide effective support for those with potential language barriers via the use of telephone interpreting services 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 funder Maintain detailed case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation. Ensure that work reflects and supports the Citizens Advice service's equality and diversity strategy.

Research and campaigns

Assist with research and campaigns work by providing information about clients' circumstances. Provide statistical information on the number of clients and nature of cases and provide regular reports to management. Monitor service provision to ensure that it reaches the widest possible client group. Alert other staff to local and national issues.

Person Specification

You will excel at conducting client interviews over the phone, employing sensitive listening and questioning techniques to uncover underlying issues and empower clients to find solutions. You will maintain a structured and controlled conversation while ensuring clear communication through effective webchat interactions.

Proven experience:

Proven experience in providing tailored advice and support to clients.

Organizational skills:

Ordered approach to workload with the ability to prioritize, meet deadlines, and effectively manage a caseload.

IT proficiency:

Ability to effectively utilize IT in the provision of advice, including the preparation of reports and submissions.

Teamwork:

An empathetic, approachable, and reliable team player with the ability to work effectively with colleagues.

Commitment to Citizens Advice:

A strong understanding of and commitment to the aims and principles of Citizens Advice, including its equality and diversity policies.

Adaptability:

Ability to adapt to varied client groups and situations, providing tailored support to meet individual needs.

Desirable Criteria

Client Support Expertise:

Proven experience in providing effective and empathetic telephone-based advice and support to clients.

Project Success:

Demonstrated ability to meet targets and contribute successfully to the outcomes of funded projects.

Social Awareness:

Strong understanding of current social trends and their impact on the needs of clients and the delivery of effective services.

Benefits Knowledge:

Knowledge of the UK benefits system, including Universal Credit.

Communication & Collaboration:

Excellent communication and interpersonal skills, with the ability to provide and receive constructive feedback in a professional and supportive manner.
In accordance with Citizens Advice national policy we may require the successful candidate to be screened by the DBS. However, a criminal record will not necessarily be a bar to your being able to take up the job.

Terms and conditions

Hours of work - 37 Hours per week The Help to Claim service operates Monday to Friday, 8am to 6pm

Salary - 24,640.00

A full-time post holder will be entitled to 38 days annual leave which are inclusive of the 8 normal bank holidays and 4 associated days. Holiday entitlement is pro-rata for part-time employees. The leave year runs from 1 April to 31 March.

The post will be subject to a 4-month probationary period.

The post is reliant on continued funding and, in the unlikely event that funding is reduced or withdrawn, hours may be reduced or withdrawn accordingly following appropriate notice.

What we give our staff

We are proud to be a National Living Wage employer, ensuring that all our staff are paid fairly and in line with current wage standards. We offer a range of benefits to support our team's health, well-being, and professional development, including access to the Cycle to Work scheme and the Westfield Health Cash Plan, which provides a variety of health and wellness benefits.

You will receive tailored training and support for your role, alongside opportunities for professional growth.

As part of our friendly and dedicated team, you will enjoy peer support and a collaborative environment. We also offer the option to join our pension scheme administered through NEST, with employer contributions to help secure your financial future.

Job Types: Full-time, Fixed term contract
Contract length: 12 months

Pay: From 24,640.00 per year

Benefits:

Company pension Cycle to work scheme
Schedule:

Monday to Friday
Work Location: Hybrid remote in Mexborough S64 0AB

Reference ID: HTC june 2025