At a Glance
- Tasks: Help clients navigate Universal Credit claims through calls, chats, and video support.
- Company: Join a dedicated team at Citizens Advice, making a real difference in people's lives.
- Benefits: Flexible hours, training opportunities, and a chance to develop your skills.
- Other info: Work in a supportive environment with opportunities for career growth.
- Why this job: Empower individuals while gaining valuable experience in social support and communication.
- Qualifications: Strong communication skills and a passion for helping others.
The predicted salary is between 44595 - 54505 £ per year.
The Help to Claim Adviser (Universal Credit) delivers a holistic advice and support service aimed at clients on completing their initial Universal Credit claim and supports them through to their first payment. This involves helping with the online forms, the evidence required, and verifying their identity online using telephone, web chat and video call.
Key responsibilities
- To conduct telephone, web chat and video call interviews, using sensitive listening and questioning skills to allow clients to explain their problem(s) and empower them to set their own priorities.
- To explore clients’ circumstances, support needs and access channel preferences considering language barriers, accessibility needs, and issues around digital access and ability.
- To assist with the setup of a Universal Credit account, including setting up a personal email account and/or bank account, if needed.
- To provide support to clients completing and submitting their claim form, ensuring clients have identified and gathered all evidence and documentation needed.
- To support the client through the first assessment period and help them complete the identity verification process online, if needed.
- To support clients to prepare for their first appointment with a Jobcentre Plus work coach.
- To support the client with applying for any additional support such as short-term advance and/or access to the Scottish Welfare Fund.
- To ensure the client understands the payment schedule and takes action to prepare.
- To liaise where appropriate with bureau staff and other relevant agencies as appropriate.
- To record, update and maintain information on a case management system for the purpose of continuity of casework, information retrieval, statistical monitoring, and report preparation.
- To ensure that all work meets quality standards and the requirements of the funder.
- To provide and develop a quality advice service in relation to Universal Credit, including the ability to act as a ‘best practice lead’ for other staff and volunteers.
- To keep abreast of the latest developments relating to welfare benefits and Universal Credit.
- Liaise, communicate with and be operationally responsible to the multi-channel coordinator.
The above job description is not exhaustive and is clarified to include broad duties inherent in the post as reasonable requested by the bureau manager.
Person specification
Knowledge, skills and experience
Essential
- Demonstrable completion of Citizens Advice Bureau Adviser Training Programme.
- A sound working knowledge and experience with social security benefits and entitlement, with specific focus on Universal Credit.
- Understanding, maintaining and practising high standard of case recording requirements as according to the Help to Claim project specification and the CAS quality assurance standards.
- Ability to use telephony and IT systems to deliver services across multiple channels (web chat, telephony and video) via Avaya, Near Me, Zoom, Teams and other systems.
- Experience of using a range of IT tools to carry out work, including case management systems, Microsoft Office, internet and email etc.
- Ability to work without supervision and prioritise workload.
- Experience of working with people with multiple and complex needs.
- Excellent oral and written communication skills, including the ability to communicate complex information in a clear and accessible manner.
- Excellent organisational skills.
- Knowledge of a range of enquiry areas to aid with identifying emergencies.
- A commitment to the aims and principles of Citizens Advice Service.
- Ability to operate as a team player and communicate effectively with colleagues and managers.
Desirable
- A proven ability to work effectively with a wide variety of stakeholders.
- Experience working on helpline, webchat and video conferencing (Near Me).
- Potential ability to work remotely and as a part of a virtual helpline team.
Additional requirements
- Ability to commit to a rolling rota to be assigned for times between 07:45 and 19:00.
- Must be available to work a varied shift pattern between 07:45 – 19:00 Monday – Friday, excluding statutory bank holidays in Scotland.
- The post is subject to the receipt of a satisfactory Basic Disclosure Certificate.
- The post is subject to the disclosure of criminal history information.
Help to Claim adviser in Stirling employer: Stirling District Citizens Advice Bureau
The Stirling District Citizens Advice Bureau is an exceptional employer, offering a supportive and inclusive work culture that prioritises employee well-being and professional growth. As a Help to Claim Advisor, you will have the opportunity to make a meaningful impact in the community while benefiting from comprehensive training and development programmes tailored to enhance your skills in a dynamic environment.
Contact Details:
Stirling District Citizens Advice Bureau Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Help to Claim adviser in Stirling
✨Dive into Local Community Groups
Social work thrives on community connections, so get involved in local groups or forums specific to your interests. Whether it’s volunteering at local shelters or joining community action boards, these are great ways to boost your visibility and make direct contacts that could lead to opportunities like the one at Stirling District Citizens Advice Bureau.
✨Attend Social Work Events and Workshops
Keep an eye out for workshops, seminars, or conferences in social work. These events are fantastic for meeting professionals in the field, learning about emerging trends, and spotting job openings. Plus, you might just bump into someone from Stirling District Citizens Advice Bureau!
✨Showcase Your Passion and Expertise
Use platforms like Instagram or LinkedIn to share your journey and insights into the social work sector. Whether it’s writing about your experiences or sharing relevant articles, this helps to establish you as an engaged professional. Potential employers, like Stirling District Citizens Advice Bureau, will notice your enthusiasm!
✨Leverage Your Network
Don’t hesitate to reach out to professors, mentors, or even past colleagues who are in social work. They might have inside knowledge about openings at Stirling District Citizens Advice Bureau or be able to connect you with someone who’s hiring. Networking is key, especially in a full-time role where relationships matter.
We think you need these skills to ace Help to Claim adviser in Stirling
Some tips for your application 🫡
Show Your Passion for Social Work:In your cover letter, let us see your passion for social work shine through! Talk about the experiences that made you want to pursue this career—whether it’s volunteering, personal experiences, or academic projects. We want to know why this field matters to you.
Emphasise Relevant Qualifications:Make sure your CV highlights any relevant qualifications, like degrees in social work or certifications like a DBS check. If you've done any workshops or training, don’t forget to include those as well. We're keen to see your commitment to your professional development!
Detail Your Experience with Clients:Since this is a hands-on field, detailing any direct experience you have with clients is crucial. Whether it's internships, volunteer roles, or previous jobs, highlight those experiences in your CV to show us you've got the practical skills necessary for the job!
Tailor Your Application to Stirling District Citizens Advice Bureau:Before hitting send, make sure to tailor your application specifically to Stirling District Citizens Advice Bureau! Research our mission and values, and refer to them in your cover letter. This shows us that you understand our work and are genuinely interested in being a part of our team!
How to prepare for a job interview at Stirling District Citizens Advice Bureau
✨Understanding the Role of Empathy
In social work, understanding and demonstrating empathy is key. Be prepared to share personal experiences or scenarios where you effectively showed compassion and support. This helps show that you genuinely care about the well-being of others, which is crucial in social work.
✨Demonstrating Knowledge of Frameworks
Familiarise yourself with the frameworks and models used in social work, such as the Strengths-Based Approach or the Ecological Perspective. Be ready to discuss how these frameworks apply to your work, especially if you can tie them into real-world examples or case studies you've encountered.
✨Showcasing Your Multi-Disciplinary Skills
In a full-time social work role, you'll often collaborate with healthcare professionals, educators, and law enforcement. Be prepared to describe your teamwork experiences and how you've effectively communicated with other disciplines to achieve the best outcomes for clients.
✨Preparing for Scenario-Based Questions
Expect questions that put you in hypothetical social work situations, such as dealing with a crisis or managing a complex case. Think through your thought process for these scenarios beforehand, considering how you'd assess the situation and what steps you'd take, as this demonstrates your critical thinking and problem-solving abilities.
