Help to Claim Adviser

• Salary: £26,421 per annum for full-time posts; £13,210.50 per annum for part-time
• Vacancies: 2 full-time posts of 37 hours per week, 1 part-time post of 18.5 hours per week
• Base location: Home based with an office base of Hinckley with some travel will be required within Leicestershire and Northamptonshire*
• Contract: Up to 31st March 2026

*Your primary residence must be in England or Wales. For contractual purposes, "home" is the address listed on your job application. Any changes to this address, whether permanent or temporary, must be approved in advance by your line manager. This role is primarily home based, however, some travel may be required for meetings and team activity. You will be informed in advance regarding any travel requirements. This includes but is not limited to meetings held quarterly or once in six months without any specific time set. Please be advised that we’re not considering fully remote posts for this role.

Who We are:

Citizens Advice LeicesterShire is an independent and local non-profit organisation. Our purpose is “Sharing knowledge to transform lives”. By listening to the needs of our communities and clients, we act to provide accessible, high-quality information, advice and education to anyone who needs it. We empower individuals with the tools and support they need to build resilience and thrive. By working in partnership with national and local organisations, we’re able to advocate for a fairer society, amplifying the voices of those often unheard. We demonstrate and uphold our values: we care, we help, we excel and we challenge to achieve positive outcomes for the people we help. Last year we supported over 31,000 people across Leicester and Leicestershire, securing them £14 million in additional income.

About the role:

The Help to Claim service is a high profile, national, DWP funded service delivering high quality advice and support to clients to make a new claim for Universal Credit over the phone or via webchat.

We’re looking for a compassionate and tech-savvy adviser to join our team.. You’ll work primarily from home, with a base in our Hinckley office.

You’ll be the bridge between vulnerable clients or those in need of support and the financial security that Universal Credit can provide. Your advice and guidance will empower them to navigate their first application with confidence from start to the first Universal Credit payment.

Your day-to-day

• You’ll be the friendly voice on the other end of the phone or chat, guiding people through their Universal Credit applications.
• You’ll use our resources to provide accurate information and support, and equip clients with the knowledge and confidence to navigate the system independently.
• Using your numerical skills, you’ll help clients understand their benefit entitlements and any financial implications.
• You’ll use our tried-and-tested templates and processes to ensure a smooth client journey and maintain quality standards and targets.

What you’ll bring:

• You can explain complex information in a simple and easy-to-understand way.
• You’re comfortable using technology and digital tools.
• You’re confident with numbers and calculations.
• You already have some knowledge of the welfare benefits system, particularly Universal Credit.
• You thrive in a role where you can take ownership of your work and use your initiative to solve problems.
• You’re a team player committed to collaboration, sharing your knowledge to make a bigger impact and continuous learning.

If you’ve worked in customer service, advice giving, or a similar role, that’s great – but it’s not essential. What matters most is your willingness to learn and your commitment to making a difference in people’s lives. This role offers the chance to develop valuable skills while providing vital support to those in need.

Why work with us?

We’re more than just a workplace; we’re a community dedicated to helping people navigate the path from frustration and despair towards hope and empowerment.

To ensure you’re equipped for this important work, we invest in your growth, providing ongoing training and development opportunities to help you reach your full potential. You’ll work alongside a talented team that values collaboration, innovation and the unique perspectives you bring.

At Citizens Advice LeicesterShire, your work will have a direct impact on our community. We’ll encourage you to share your ideas and embrace challenges, fostering an environment where your contributions make a real difference.

With our refreshed purpose, values and strategy, now is the perfect time to join our collaborative team and help shape the future of our organisation.

Closing date for applications: 12th October 2024

Planned date(s) for interviews: 25th October at our Hinckley branch

To apply, please read our staff recruitment pack, full job description and person specification, and application guidance notices.

This post is subject to a basic Disclosure and Barring Service check.

Citizens Advice is committed to diversity and inclusion. We welcome applications from all sections of the community.

Please note that we do not accept CVs, and no applications will be accepted after the deadline date.

Job Types: Full-time, Part-time, Fixed term contract

Pay: £13,210.50-£26,421.00 per year

Expected hours: 18.5 – 37 per week

Benefits:

• Additional leave
• Company pension
• Sick pay
• Work from home

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• No weekends

Work Location: Hybrid remote in Hinckley, LE10 0FR