Help to Claim Telephone and Webchat Adviser

Position: Help to Claim Telephone and Webchat Adviser

Location: Remote

Closing date: 05 September 2024

Job title
Help to Claim Telephone and Webchat Adviser

Location
Remote

Workplace
Home

Salary per annum (FTE)
£27,200

Actual salary
£26,517

London allowance
No

Hours per week for this role
36.25

Working pattern
Flexible

Type of contract
Fixed term

End date of contract
31/12/2025

Closing date for applications
05/09/2024

Closing time for applications
17:00

Link to application details
https://citizensadvicetelfordandthewrekin.org.uk/get-involved/work-with-us

We are looking for HTC Telephone and Webchat Advisers with a confident telephone manner and good exploratory and interpersonal skills to support first-time Universal Credit claimants with ‘better-off’ benefit calculations and practical advice, helping claimants up to their first correct benefit payment.

We will require you to give advice via incoming calls and webchat using our telephony and dual webchat channels. All advice offered to the public will be recorded on Casebook and quality assured by your line manager and CA national quality team.

You’ll be computer literate and experienced at working independently in a fast-paced environment. We are looking for candidates with some knowledge of delivering Citizens Advice Help to Claim services to undertake this role, although training is available for candidates that demonstrate potential in phone and web-based customer services or welfare rights if further training is required.

Candidates will have the option of working from our main offices in Telford, working from home (where full kit and resources will be provided), or a combination of home/office-based working.

Due to the potential this role has to offer those wishing to work entirely from home, we are accepting applications from candidates based outside the Telford/West Midlands area.

Hours: 2 X Full Time Posts - 36.25 hours per week
(Working hours between 8:00 and 18:00 Monday-Friday)
Part time hours will be considered for the right candidate(s)

We expect to short-list and contact candidates before 5 September 2024 and arrange interviews using Microsoft Teams. Please inform us if you require alternative interviewing media, or whether you require a face-to-face interview.

In the event of a high number of applications, we reserve the right to close the application window early. We are only able to provide feedback to candidates that have attended our interview and assessment.

If you wish to discuss the role with a member of our team, please send an email to [email protected]

Every local Citizens Advice is a registered charity. Different application procedures are adopted by individual local Citizens Advice. Contact the relevant one as outlined in the information about this role. You should not send an application form to national Citizens Advice.

All local Citizens Advice produce their own annual report, but you can find out more about the Citizens Advice network or download the latest national Citizens Advice annual report.