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- Tasks: Provide advice via phone and webchat, helping clients navigate Universal Credit claims.
- Company: Join Citizens Advice Liverpool, a trusted organization dedicated to empowering individuals through expert advice.
- Benefits: Enjoy 27 days of annual leave, hybrid work options, and various employee perks like travel loans and gym discounts.
- Why this job: Make a real impact by supporting clients in need while developing your professional skills in a supportive environment.
- Qualifications: Recent experience with benefits systems and strong communication skills are essential for this role.
- Other info: Work from various locations across the city and engage in meaningful research and campaigns.
The predicted salary is between 28800 - 43200 £ per year.
Advice Giving
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Provide advice through telephone and webchat
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Interview clients using sensitive listening and questioning skills in order to allow clients to explain their problem(s) and empower them to set their own priorities
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Supporting clients to use ICT to make their new Universal Credit claim
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Use Citizens Advice resources to find, interpret and communicate the relevant information to clients
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Complete benefits checks when appropriate
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Research and explore options and implications so that clients can make informed decisions.
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Act for the client where necessary using appropriate communication skills and channels.
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Refer internally or to other specialist agencies as appropriate.
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Ensure that all work meets quality standards and the requirements of the funder
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Ensure that work reflects and supports the Citizens Advice service’s equality and diversity strategy.
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Maintain detailed case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation.
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Complete the required training to comply with quality assurance processes
Research and campaigns
- Support our research and campaigns work through various channels including case studies, data collection and client consent
Professional development
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Keep up to date with legislation, policies and procedures and undertake appropriate training
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Read relevant publications
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Attend relevant internal and external meetings as agreed with the line manager
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Prepare for and attend supervision sessions/team meetings/staff meetings as appropriate
Administration
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Use of telephony and IT equipment for multichannel delivery of advice services
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Use of IT software for statistical recording of information relating to research and campaigns and funding requirements, record keeping and document production. Ensure GDPR compliant training is completed on an annual basis
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Ensure that all work conforms to your organisation’s systems and procedures
Other duties and responsibilities
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Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the service
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Demonstrate commitment to the aims and policies of Citizens Advice
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Abide by health and safety guidelines and share responsibility for own safety and that of colleagues
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Work from a variety of Citizens Advice Liverpool outlets and outreach locations across the city as required over the course of the week between the hours of 8am-6pm., Please note we’re not responsible for the content of job ads, as they’re posted by the recruiter. We’ll aim to resolve the reported issue and we’ll use your feedback to improve the quality of our ads.
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Recent knowledge and experience of the benefits systems, including experience of carrying out accurate benefit check calculations in a professional setting
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Basic knowledge of multiple enquiry areas to aid with identifying emergencies and making referrals where appropriate
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Experience of providing advice through telephone and web chat
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Ability to use sensitive listening and questioning skills to get to the root of the issues and empower clients, whilst maintaining structure and control of meetings with them
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Ability to interpret complex information and convey it in a way that is understandable to clients.
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Good ICT knowledge with an ability to support clients with their online claim application
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Ability to develop and maintain positive working relationships with a range of partnership organisations to reach Universal Credit claimants.
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Assist with research and campaigns works by providing information about clients’ circumstances
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Understanding of and commitment to the aims and principles of the Citizens Advice service and its equal opportunities policies.
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Ability to meet targets and excel against objectives.
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Ability and willingness to work both on own initiative and as part of a team.
As well as a competitive salary CAL also provides access to:
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Generous annual leave of 27 days plus bank holidays (with an additional day per
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year after 4 years’ service up to a maximum of 32 days plus bank holidays)
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Hybrid Working Scheme
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Interest-free travel loans
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Employee Assistance Programme
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Pension Scheme
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Cycle to Work Scheme
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Lifestyles Gym Membership (20% corporate discount)
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Enhanced maternity, paternity, and adoption leave pay
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Free VDU eye care test
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Professional and advice sector recognised training
Help To Claim Adviser employer: Citizens Advice Liverpool
Contact Detail:
Citizens Advice Liverpool Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Help To Claim Adviser
✨Tip Number 1
Familiarize yourself with the Universal Credit system and recent changes in benefits legislation. This knowledge will not only help you understand the clients' needs better but also demonstrate your commitment to staying updated in this field.
✨Tip Number 2
Practice your sensitive listening and questioning skills. Role-playing scenarios with friends or family can help you refine these skills, making you more effective in interviews with clients.
✨Tip Number 3
Get comfortable using various ICT tools and platforms that are commonly used for online claims. Being tech-savvy will enable you to assist clients more effectively and show that you can handle the digital aspects of the role.
✨Tip Number 4
Network with professionals in the advice sector. Attend relevant workshops or webinars to build connections and gain insights into best practices, which can be beneficial during your application process.
We think you need these skills to ace Help To Claim Adviser
Some tips for your application 🫡
Understand the Role: Take time to thoroughly read the job description for the Help To Claim Adviser position. Understand the key responsibilities and required skills, especially around providing advice and using sensitive listening skills.
Tailor Your CV: Customize your CV to highlight relevant experience in advice giving, particularly through telephone and web chat. Emphasize any previous roles where you used ICT to assist clients or conducted benefit checks.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of the Citizens Advice service's aims and principles. Use specific examples from your past experiences that demonstrate your ability to empower clients and maintain quality standards.
Highlight Relevant Skills: In your application, make sure to emphasize your sensitive listening and questioning skills, as well as your ability to interpret complex information. Mention any experience with research and campaigns that aligns with the role.
How to prepare for a job interview at Citizens Advice Liverpool
✨Showcase Your Listening Skills
During the interview, demonstrate your ability to listen sensitively and ask insightful questions. This will reflect your capability to understand clients' issues deeply, which is crucial for a Help To Claim Adviser.
✨Familiarize Yourself with Benefits Systems
Make sure you have recent knowledge of the benefits systems and can discuss your experience with benefit check calculations. This will show that you are prepared and knowledgeable about the role's requirements.
✨Communicate Clearly
Practice explaining complex information in simple terms. The interviewers will be looking for your ability to convey information clearly, as this is essential for helping clients understand their options.
✨Demonstrate Commitment to Equality and Diversity
Be ready to discuss how you align with the Citizens Advice service's equality and diversity strategy. Share examples from your past experiences that highlight your commitment to these principles.
