Help to Claim Advisor

Temporary

At Citizens Advice Rotherham & District (CARD), we have an ambition to solve a client’s problem at their first contact whenever possible, to ensure clients are seen quickly and by the right person. It is our aim that Rotherham residents, funders and partner organisations see CARD as a service that helps people deal with their problems and not merely a service that gives out leaflets or signposts elsewhere.

Citizens Advice Rotherham and District (CARD) is looking for candidates with helpline/busy call centre and customer service experience to work as part of the Help to Claim Service to support and provide an effective and efficient service for first-time Universal Credit claimants in England, Wales and Scotland.

The successful candidates will work within the Help to Claim team supporting clients with the provision of advice and information on Universal Credit and the claiming process, which will be delivered through the national phone line which is run using a ‘single queue’ model, along with web chat and video delivery. The aim of the role is to help claimants with their initial Universal Credit claim, up to the point when they receive their first full and correct payment.

This service is delivered from 8am to 6pm, Monday to Friday.

Main Duties:

Engage with clients to assess individual support needs to determine the level of service most appropriate for each client. This will be by phone, web chat and video channels.
Actively promote the use of self-help information or assisted access to digital information.
Keep appropriate records of client activity and the level of service accessed including self-help activity.
Support and assist clients to:
Access appropriate websites and identify relevant forms and self-help information;
Access, download and print off relevant information;
Complete online claim forms;
Keep their username and password details safe;
Develop the skills and confidence needed to access digital services.
For clients whose needs cannot be met through assisted digital access, assist the client to start their UC claim, this may include:
Setting up a personal email account;
Setting up a new bank account;
Accessing the online gateway and setting up a Universal Credit account;
Assisting the client to complete required tasks.
Once a valid claim has been accepted, supporting the client until such time as they receive their first payment, this may include:
Helping the client verify their identity;
Providing and uploading any additional information or evidence that the DWP may require;
Setting up a UK Verify account;
Making or reviewing online journal entries;
Notifying any changes of circumstances;
Preparing for work coach appointments;
Providing basic budgeting support, including accessing emergency financial support, e.g. food/fuel vouchers.
Identify if the client needs further support after their first payment and signpost to another appropriate service whether this be internally or externally.

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
Undergo relevant training as identified with your line manager
Prepare for and attend supervision sessions/team meetings/staff meetings as appropriate

Research and campaigns

Assist with Research & Campaigns work by providing information about clients’ circumstances through the appropriate channel.
Participate in generalist advice related campaigns and where appropriate
Keep up to date with the Research and Campaigns issues and ensure R&C work is promoted and integrated in a way relevant to the role.
Support the R&C team on any campaigns the team is working on
Support Research and Campaigns lead by identifying growing advice trends

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 the organisation’s systems and procedures
Provide feedback to your manager on substantive issues and recurring themes.
Maintain case records for the purpose of continuity, information retrieval, and to ensure that advice standards meet Citizens Advice QAA requirements.
Use IT for statistical recording, record keeping and document production.

Other duties and responsibilities

Abide by health and safety guidelines and share responsibility for your own safety and that of colleagues.
Demonstrate commitment to the aims and policies of the Citizens Advice service.
Help set a positive and supportive environment by displaying our behaviours of being responsible, inventive and generous.
Develop and maintain effective administrative systems and records relevant to the role.
Ensure that work reflects and supports the Citizens Advice service’s equality and diversity strategy.
Respect confidentiality at all times to ensure that all staff, volunteers and clients are treated fairly to comply with the Equal Opportunities Policy.
Comply with all aspects of Citizens Advice Membership Scheme.
Work with other members of staff and volunteers to promote the work of CARD.
Comply with CARD’s policies and procedures including ensuring that all client interaction is GDPR compliant.
Undertake such other duties and tasks as may lie within the scope of this post to ensure the effective delivery and development of the service.
Contribute to the development and maintenance of positive working relationships with a range of agencies, including the DWP and Rotherham Metropolitan Borough Council, in support of the service.
Confident communicator, in person, over the phone, web chat and video channels.
Ability to write detailed and quality case notes.
Ability to thrive on achieving targets and to work in a target driven environment.
Proficiency in IT.
Ability to research difficult advice issues within reputable sources and convey complex information to the client, ensuring they have understood.
Have a positive can do attitude with high levels of resilience
Understanding of and commitment to the aims and principles of the Citizens Advice service and our values.
Empathetic with the ability to empower their clients, whilst maintaining structure and control of interviews.
Ability to work independently
Able to work as part of a team