Help to Claim adviser

Stirling District Citizens Advice Bureau; Stirling; On-site; GBP 21,000 - 25,000; Full time

Job summary

The Stirling District Citizens Advice Bureau seeks a Help to Claim Adviser (Universal Credit) to support clients through their initial UC claim using telephone, web chat and video calls.

You will help set up accounts, gather evidence, complete forms, and assist with identity verification and first payments. The role requires strong communication, safeguarding diverse needs, and working within a multi-channel team.

Qualifications

• Completion of Citizens Advice Bureau Adviser Training Programme.
• Strong knowledge of social security benefits and Universal Credit.
• High standard of case recording.
• Ability to use telephony and IT systems across channels (web chat, telephony and video).
• Experience with case management systems and Microsoft Office.

Responsibilities

• Conduct telephone, web chat and video call interviews to understand clients' problems and priorities.
• Assess circumstances and support needs, considering language barriers and accessibility.
• Assist with setting up Universal Credit accounts and related emails/bank accounts.
• Help clients complete and submit their claim forms and gather evidence.
• Support identity verification and preparation for first Jobcentre Plus appointment.
• Assist with applications for additional support (short-term advance, Scottish Welfare Fund).
• Ensure clients understand the payment schedule and take necessary actions.
• Liaise with bureau staff and other agencies as appropriate.
• Record and maintain information on case management systems for continuity and reporting.
• Ensure high quality advice and keep up-to-date with welfare benefits developments.

Skills

Adviser Training Programme

Universal Credit knowledge

Case recording standards

Multi-channel communication

IT systems (Avaya, Near Me, Zoom,Teams

Microsoft Office

Independent / self-motivated

Experience with diverse client needs

Oral and written communication

Organisational skills

Team player

Tools

IT systems (Avaya, Near Me, Zoom, Teams)

Job description

The Help to Claim Adviser (Universal Credit)

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.

Job description

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