At a Glance
- Tasks: Provide advice via phone and webchat, helping clients navigate Universal Credit claims.
- Company: Join a respected organisation dedicated to empowering individuals and promoting equality.
- Benefits: Flexible hours, training opportunities, and a supportive work environment.
- Other info: Be part of a team that values diversity and community impact.
- Why this job: Make a real difference in people's lives while developing your communication and problem-solving skills.
- Qualifications: Strong listening skills and a passion for helping others.
About the Role
Advice Giving
- Provide advice through telephone and webchat.
- 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.
- Support clients to use ICT to make their new Universal Credit claim.
- Use Citizens Advice resources to find, interpret and communicate the relevant information to clients.
- Complete benefits checks when appropriate.
- Research and explore options and implications so that clients can make informed decisions.
- 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.
- Ensure that work reflects and supports the Citizens Advice service's equality and diversity strategy.
- Maintain detailed case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation.
- Complete the required training to comply with quality assurance processes.
Research and campaigns
Support our research and campaigns work through various channels.
Help to Claim Adviser employer: Citizens Advice Liverpool
As a Help to Claim Adviser at Citizens Advice, you will be part of a dedicated team that values empathy and inclusivity, providing essential support to clients in navigating their Universal Credit claims. Our work culture fosters continuous learning and professional development, ensuring that you have access to training and resources that empower you to grow in your role. Located in a community-focused environment, we offer a rewarding opportunity to make a real difference in people's lives while enjoying the benefits of a supportive workplace that champions equality and diversity.
We think you need these skills to ace Help to Claim Adviser
Advice Giving
Sensitive Listening Skills
Questioning Skills
ICT Proficiency
Information Interpretation
Communication Skills
Client Empowerment
