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Help to Claim Advisor

Hours:          37.5 hours per week 

Term:            Fixed term until 31st March 2026

Location:     Hybrid 

Salary:          £23,918 – £25,858

Purpose of Post 

We are looking for a Help To Claim Advisor to join our busy and friendly team to provide an effective and efficient support service for first-time Universal Credit claimants in England, Wales and Scotland. The service includes the provision of advice and information on Universal Credit and the claiming process, which will be delivered through the phone line which is run using a national ‘single queue’ model, in addition to web chat and video delivery.

This is an exciting opportunity where the aim of you role is to help claimants with their initial Universal Credit claim, up to the point when they receive their first full and correct payment.

This service is delivered from 8am to 6pm, Monday to Friday.

We’re looking for someone who:

  • Is a confident communicator across all channels, including in person, over the phone, via web chat and video.
  • Thrives on achieving targets and works well within a target-driven environment.
  • Possess a can-do attitude whilst remaining resilient in the face of adversity.
  • Empathetic with the ability to empower clients, whilst maintaining structure and control of interviews.
  • Confident working independently and as part of a wider team.
  • Can research difficult advice issues within reputable sources and convey complex information to the client, ensuring they have understood.
  • Has the ability to write detailed and quality case notes.
  • Is competent and confident with IT.

Are you looking to make a real difference for your community?

To apply please download the Help to Claim Advisor Application Pack here. Please also download and complete the Diversity and Monitoring Form here.

Please send your completed application form and Diversity and Monitoring Form to careers@citizensadvicerotherham.org.uk

Application Deadline : 9am Wednesday 13th November

Expected interviews : Tuesday 19th November (via Zoom)

Please note CV’s are not accepted

Exciting opportunity to join Citizens Advice Rotherham and District

Closing Date: Monday 3rd April 2023

Interview Date: Thursday 6th April 2023

Please note all CARD staff are currently working from home. Going forward all Adviceline staff may be required to attend outreach sessions across Rotherham & District.

Citizens Advice Rotherham & District (CARD) is looking for a telephone adviser for a split role between our busy and friendly Adviceline and Help to Claim teams. To provide an effective service for clients contacting our local and national Adviceline, as well as provide an effective and efficient support service for first time Universal Credit claimants in England, Wales and Scotland. This is an exciting opportunity to help us meet increasing demand for our advice and Help to Claim services in these challenging times.

Our Adviceline telephone advisers are often the first point of contact with the public. Their role is to assess a client’s needs and decide the best next step to help resolve the issue. Advice and information will be given over the phone, in addition to self-help materials designed, to empower clients to help themselves. This service is delivered from 9am to 5pm, Monday to Friday.

Our Help To Claim advisers help claimants with their initial Universal Credit claim, up to the point where they receive their first full payment. This service is delivered from 8am to 6pm, Monday to Friday.

What we are looking for:

We are looking for positive, committed people who enjoy helping members of the public using a multitude of accessible channels such as phone, webchat, video etc. This is an ideal opportunity for ambitious individuals, with outstanding telephone customer service skills, to join us and develop a rewarding career.

You will receive comprehensive training to learn about the advice we provide and be trained on our systems and processes, ensuring you have all the skills you need to succeed and thrive in this role. So, if you enjoy working within a target driven environment, where the client is at the heart of everything we do, this is the role for you.

About us:

At Citizens Advice Rotherham and District we provide free, confidential, impartial and independent advice and information on a wide range of subjects. We value diversity, promote equality and challenge discrimination. We encourage and welcome applications from people of all backgrounds.

How to apply:

Download the documents below and send the diversity form and application form to careers@citizensadvicerotherham.org.uk

Closing date: 9am Monday 3rd April 2023
Interviews: Thursday 6th April 2023

Please note CVs are not accepted.

Interviews will take place via Zoom.