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- Tasks: Guide clients through the Universal Credit claims process via phone and web chat.
- Company: Join Citizens Advice, a leading charity dedicated to helping people navigate their rights and benefits.
- Benefits: Enjoy a fixed-term contract with potential for remote work and valuable experience.
- Why this job: Make a real difference in people's lives while developing your communication and problem-solving skills.
- Qualifications: Strong ICT skills and a commitment to supporting diverse clients are essential.
- Other info: Interviews will be held on 13 August 2025; apply now to secure your spot!
The predicted salary is between 30000 - 42000 £ per year.
Contract: Fixed term contract, until 31 December 2025. Interviews will take place on 13 August 2025.
About the role:
The Help to Claim Adviser will provide end-to-end telephone and web chat support for new Universal Credit claimants. The role involves guiding people through the claims process, including identifying suitability, helping clients to start their claim, and providing support to their first payment.
Your understanding of legacy benefits will enable you to check whether a client would be better off on Universal Credit. You will also identify clients transitioning to Universal Credit via Managed Migration and support them through the process and application.
You should be confident in your ICT skills to support clients in making their claim. You’ll have the ability to interview clients using sensitive listening and questioning skills to understand their issues and empower them, while maintaining structure and control of telephone calls/web chats.
A commitment to the aims and principles of the Citizens Advice Service is essential.
We’re Disability Confident. Disability Confident is a government scheme that supports employers to improve how they recruit, retain, and develop disabled people.
Help to Claim Adviser employer: Citizens Advice BANES
Contact Detail:
Citizens Advice BANES Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Help to Claim Adviser
✨Tip Number 1
Familiarise yourself with Universal Credit and the claims process. Understanding the nuances of legacy benefits and how they compare to Universal Credit will give you an edge in interviews, as you'll be able to demonstrate your knowledge and ability to support clients effectively.
✨Tip Number 2
Practice your communication skills, especially in a telephone and web chat context. Role-playing scenarios where you guide someone through the claims process can help you feel more confident and prepared for the real thing.
✨Tip Number 3
Showcase your ICT skills by being familiar with common software and tools used in remote support. Being tech-savvy will not only help you assist clients better but also demonstrate your capability to adapt to the digital nature of the role.
✨Tip Number 4
Research the values and principles of the Citizens Advice Service. Being able to articulate how your personal values align with theirs during the interview will show your commitment to the role and the mission of the organisation.
We think you need these skills to ace Help to Claim Adviser
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and skills required for the Help to Claim Adviser position. Tailor your application to highlight your relevant experience and how it aligns with the role.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous experience you have in providing support or advice, particularly in relation to Universal Credit or similar services. Use specific examples to demonstrate your skills in sensitive listening and questioning.
Showcase ICT Skills: Since the role requires strong ICT skills, make sure to mention any relevant technical abilities you possess. This could include experience with web chat systems, telephone support, or any software used in client management.
Express Commitment to Values: Convey your commitment to the aims and principles of the Citizens Advice Service in your application. Discuss why these values resonate with you and how you can contribute to their mission of supporting clients effectively.
How to prepare for a job interview at Citizens Advice BANES
✨Understand Universal Credit
Make sure you have a solid grasp of Universal Credit and its implications. Familiarise yourself with the claims process, eligibility criteria, and how it compares to legacy benefits. This knowledge will help you answer questions confidently and demonstrate your expertise.
✨Showcase Your Communication Skills
As a Help to Claim Adviser, effective communication is key. Practice active listening and be prepared to demonstrate your ability to ask sensitive questions. You might even role-play scenarios with a friend to refine your approach and ensure you can maintain control during calls or web chats.
✨Highlight Your ICT Proficiency
Since the role requires strong ICT skills, be ready to discuss your experience with relevant technologies. Mention any specific software or tools you've used in previous roles, and consider sharing examples of how you've successfully supported clients through digital platforms.
✨Align with Citizens Advice Values
Research the aims and principles of the Citizens Advice Service. Be prepared to discuss how your personal values align with theirs, particularly regarding empowerment and support for vulnerable clients. Showing your commitment to these principles will set you apart from other candidates.