Help to Claim Adviser

Citizens Advice; Halifax; On-site; CAD 40,000 - 50,000; Full time

Job summary

Citizens Advice is seeking a dedicated advisor to support individuals navigating Universal Credit claims. This role involves providing telephone and web chat assistance, conducting interviews with clients, and understanding legacy benefits to ensure a smooth transition to Universal Credit. Ideal candidates will possess strong ICT skills and a commitment to empowering clients through personalized support.

Qualifications

• Experience in providing telephone/web chat support.
• Strong understanding of Universal Credit and legacy benefits.
• Ability to interview clients effectively.

Responsibilities

• Provide end-to-end support for Universal Credit claimants via phone and web chat.
• Check suitability of clients for Universal Credit and assist with claims.
• Maintain structure and control during client interactions.

Skills

ICT skills

Sensitive listening

Questioning skills

Job description

Universal Credit (UC) is the fastest growing advice issue for the Citizens Advice service and improving the support available to people making a claim is vital.

Our Help to Claim service guides people through the claims process – this will include identifying suitability, helping clients to start their claim and providing support to their first payment.

The successful candidate will provide end to end telephone and web chat support for new Universal Credit claimants. Your understanding of legacy benefits will enable you to check whether a client would be better off on Universal Credit. You will also be able to identify clients who are due to transition to Universal Credit via Managed Migration and support them through the process and application. You will be confident in your ICT skills to support clients in making their claim.

You’ll have the ability to interview clients using sensitive listening and questioning skills to get to the root of the issues and empower clients, whilst maintaining structure and control of telephone calls/webchat, as well as a commitment to the aims and principles of the Citizens Advice Service.