Job Details

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Trainee / Experienced Help to Claim Adviser

Home-working (once training has been completed)

North & West Gloucestershire Citizens Advice are looking for an enthusiastic individual to join our Projects team and make a real difference to their community.

This is an opportunity for you to join an established charity that has an excellent reputation for the provision of high-quality advice and is a great place to work. You’ll be part of a team committed to working together and with partner agencies to achieve the best outcomes we can for our clients.

If you do not have the experience for this role, we are considering trainees. We have a training programme which will provide you with the skills, knowledge, and experience to do the role as well as a career opportunity which could lead to professional progression within the service.

Please note, this job specification applies to fully trained adviser. Trainee will be working towards gaining those qualification.

The role
FTE Salary: £24,200 - £28,783 (dependent on experience)
Hours: 2 x full time - 37 hours (job share considered)
Pension: Contribution of 7% based on 4% employee contribution
Location: Home-working (once training has been completed)
Employee Assistance Scheme: Health Assured
Application deadline: When suitable candidate(s) found

Role purpose
The successful candidates will provide end to end telephone and Web chat support for Universal Credit claimants. You will guide people through the claims process - offering tailored support to help them use the flexibilities available in Universal Credit, helping them to get their first payment on time and making sure they’re ready to manage it when it arrives. You will also identify appropriate referrals for advice needs outside the scope of this project. 

Role profile
Universal Support
➢ Deliver advice via a variety of methods including telephone and Web chat support. This would include exploring with potential claimants that Universal Credit is the appropriate benefit, completing better off calculations and ensuring that clients understand evidence requirements to commence a claim.
➢ Deliver one-to-one support to clients, to help claimants make their initial claim
➢ Deliver one-to-one support to clients to complete their claim and be ready to receive their first payment, including budgeting and financial support.
➢ Provide general benefits advice as required and make appropriate referrals.
➢ Adapt materials and information to cater to different client demographics, experience and ability.
➢ Deliver Universal Support to meet project targets and ensure these are
➢ consistently met.
➢ Ensure that support provided is structured and client focussed, exploring client circumstances, support needs and provide reassurance for clients who can self-manage.
➢ Participate in client feedback procedures.
➢ Support and work effectively with volunteers in the project to provide Universal Support to clients.
➢ Record all relevant project monitoring and evaluation data as agreed with the project team.
➢ Ensure all case recording and other record keeping is completed within agreed timescales and conforms to the Office Manual and the Advice Quality Standard and/or the Specialist Quality Mark as appropriate.
➢ Participate in the development and maintenance of a range of partnerships to
➢ reach clients who would benefit from the service.
➢ Maintain positive working relationships with a range of organisations such as DWP & other local agencies.
Other duties and responsibilities
➢ Keep up to date with online systems relating to claiming Universal Credit, available training materials and other resources relevant to the areas of support.
➢ Prepare for and attend supervision sessions / team meetings / staff meetings as appropriate.
➢ Identify and implement your own learning and development needs.
➢ Promote the aims, policies, and membership requirements of the Citizens Advice
➢ service.
➢ Ensure all processes and procedures that relate to the responsibilities of the role are delivered with a high level of awareness of the organisation’s equality and diversity ethos and policies.
➢ Ensure all data protection requirements are adhered to in all work for which the post is responsible.
➢ Carry out any other tasks that may be within the scope of the post.
Person specification
Desirable
1. Experience of telephone advice and or using webchat
Essential
2. Recent experience of advising on both legacy benefits and Universal Credit. (if limited, then a trainee position may be considered)
3. Recent experience of giving advice on other associated benefits (if limited, then a trainee position may be considered)
4. Ability to interpret complex information and convey it in a way that is understandable to clients.
5. Experience of using IT including online systems and resources to support the delivery of advice.
6. Ability to support others in using online systems and resources.
7. Proven ability to work with a range of partnership organisations to reach Universal Credit claimants.
8. Ability to assist with research and campaigns works by providing information about clients’ circumstances
9. Understanding of and commitment to the aims and principles of the Citizens Advice service and its equal opportunities policies.
10. Effective written and oral communication skills through a variety of channels, including Face to Face, Telephone & Webchat.
11. Ability to meet high targets and excel against objectives.
12. Ability and willingness to work both on own initiative and as part of a team.

Want to chat about this role?
If you want to chat about the role further, you can contact Ania Swoboda by emailing anna.swoboda@gloscab.org.uk or calling 01452 442015.

Applying for this post
To apply for this post, please complete our application form, which can be found on our website, by clicking on Apply Now. Completed application forms should then be emailed the email address on the right of this advert. 

Please note, we have not stipulated a closing date and applications will be dealt with upon receipt.

In accordance with Citizens Advice national policy, we may require the successful candidate to be screened by the DBS. However, a criminal record will not necessarily be a bar to your being able to take up the job.

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