Help to Claim Adviser

Job type: Full-time
Hours: 30 per week
Schedule: Monday to Friday
Salary: £23,127.00 – £24,640.00 per year (FTE)
Work location: Hybrid remote in Doncaster

We are looking for a Help To Claim Adviser with excellent telephone and IT skills to support clients when making a new claim to Universal Credit. You will work to achieve the best outcomes for clients, provide high quality customer service and support to those accessing the service and demonstrate commitment to the aims and principles of the Citizens Advice Service.

You will thrive under pressure and enjoy working on your own initiative as well as being an integral part of our team and will go the extra mile to get the job done.

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 have the ability to effectively interview clients over the telephone using sensitive listening and questioning skills to get to the root of the issues and empower clients, whilst maintaining structure and control of calls and ensuring clear communication via webchat.

  • Experience of providing tailored Advice or support
  • Effective oral communication skills with particular emphasis on negotiating and representing.
  • Ordered approach to workload and an ability and willingness to follow and develop agreed procedures.
  • An understanding of the issues and challenges involved in interviewing and supporting clients.
  • Ability to prioritise own work, meet deadlines and manage caseloads
  • Ability to use IT in the provision of advice and the preparation of reports and submissions.
  • An empathetic, approachable and reliable individual who works well with others
  • Understanding of and commitment to the aims and principles of the Citizens Advice service and its equality and diversity policies.
  • The ability to adapt to varied client groups and situations

Desirable criteria

  • Experience of providing telephone advice or support
  • Experience of working to targets or on funded projects
  • An understanding of social trends and their implications for clients and service provision
  • Knowledge of the benefits systems including Universal Credit
  • Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively

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

  • A full-time post holder will be entitled to 28 days annual leave and normal bank holidays plus 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

You will receive training and support appropriate to your role as an employee at Citizens Advice Doncaster Borough. You will have the opportunity for professional development and will be an integral part of our friendly and committed team – with all the peer support and confidence that brings.

You will have the option to join our pension scheme administered through NEST and to join our cycle to work scheme

How to apply

Please email your CV to

Application deadline: 27/04/2024

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