At a Glance
- Tasks: Provide advice via phone and webchat, helping clients navigate Universal Credit claims.
- Company: Join Citizens Advice Liverpool, a leading charity dedicated to empowering the community.
- Benefits: Gain valuable experience, training opportunities, and contribute to meaningful change.
- Other info: Flexible working hours and a commitment to equality and diversity.
- Why this job: Make a real difference in people's lives while developing your skills in a supportive environment.
- Qualifications: Experience in benefits systems and strong communication skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
About the Role
- Advice Giving
- Provide advice through telephone and webchat.
- Interview clients using sensitive listening and questioning skills 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 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 including case studies, data collection and client consent.
- Professional development
- Keep up to date with legislation, policies and procedures and undertake appropriate training.
- Read relevant publications.
- Attend relevant internal and external meetings as agreed with the line manager.
- Prepare for and attend supervision sessions/team meetings/staff meetings as appropriate.
- Administration
- Use of telephony and IT equipment for multichannel delivery of advice services.
- 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.
- Ensure that all work conforms to your organisation’s systems and procedures.
- Other duties and responsibilities
- Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the service.
- Demonstrate commitment to the aims and policies of Citizens Advice.
- Abide by health and safety guidelines and share responsibility for own safety and that of colleagues.
- 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.
Requirements
- Recent knowledge and experience of the benefits systems, including experience of carrying out accurate benefit check calculations in a professional setting.
- Basic knowledge of multiple enquiry areas to aid with identifying emergencies and making referrals where appropriate.
- Experience of providing advice through telephone and web chat.
- 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.
- Ability to interpret complex information and convey it in a way that is understandable to clients.
- Good ICT knowledge with an ability to support clients with their online claim application.
- Ability to develop and maintain positive working relationships with a range of partnership organisations to reach Universal Credit claimants.
- Assist with research and campaigns works by providing information about clients’ circumstances.
- Understanding of and commitment to the aims and principles of the Citizens Advice service and its equal opportunities policies.
- Ability to meet targets and excel against objectives.
- Ability and willingness to work both on own initiative and as part of a team.
About us
Citizens Advice Liverpool is a charity that provides free, confidential and impartial advice to people who live and work in the city. We depend on a workforce of paid staff and over 120 trained volunteers. We give people the knowledge and the confidence they need to find their way forward – whoever they are, and whatever their problem. We are the leading provider of advice and advocacy services in Liverpool and have helped clients with over 106,000 issues in 2022/2023. CAL have achieved accreditation with the Workplace Wellbeing Charter, showing we are committed to improving the health and wellbeing of our workforce. We've also gained an award for outstanding contribution by an employer to workplace health and wellbeing 2022 by Merseycare NHS Foundation Trust. We've gained awards from Citizens Advice National recognising our Advising Marginalised Communities Team for championing equity, diversity and inclusion in both 2021 and 2021. We were also named volunteer team of the year in 2022.
Help to Claim Adviser in Liverpool employer: Citizens Advice Liverpool
Citizens Advice Liverpool is an exceptional employer, dedicated to fostering a supportive and inclusive work environment where employees can thrive. With a strong commitment to employee wellbeing, evidenced by our accreditation with the Workplace Wellbeing Charter, we offer extensive professional development opportunities and encourage staff to engage in meaningful work that directly impacts the community. Our collaborative culture, combined with the chance to work across various outreach locations in Liverpool, ensures that every team member plays a vital role in empowering clients and making a difference in their lives.
