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Help to Claim Assessor

3 months ago

Barnet, Greater London, United Kingdom Citizens Advice Barnet Full time

Role Profile


We have an opportunity for a Help to Claim Assessor to join our existing advice services team who deliver advice to the public on issues relating to Universal Credit and linked benefits and issues.

The role will form part of the national Help to Claim service which provides support to people locally and nationally with queries relating to Universal Credit up to first payment via telephone and webchat Monday to Friday.

Applicants need to be computer literate and must be confident in working to performance targets.

Good communications skills, both written and verbal are essential in the role, as is excellent customer service skills with a non-judgemental approach.

A background in advice giving and welfare benefits is desirable but not essential. Full training, support and coaching will be provided.

About us


Citizens Advice Barnet is a local charity giving free and confidential advice to everyone who lives, works, or studies in Barnet.

We are an independently registered charity, a member of the Citizens Advice network, and a London Legal Support Trust Centre of Excellence.

We offer generalist advice on debt, work, benefits, immigration, housing and more and specialist casework on benefits, debt, work and immigration.

Last year we helped 13,110 people with 41,802 problems, over 50% more people than the previous year.

  • Interview clients using sensitive listening and questioning skills to allow clients to explain their problem(s) and empower them to set their own priorities
  • Support clients to use IT to make their new Universal Credit claim
  • Research and explore options and implications so that clients can make informed decisions
  • Act for the client where necessary using appropriate communication skills and channels
  • Assess and agree the appropriate next step, taking into consideration the client's ability to self
- help, the complexity of the problem, the potential consequences, and the bureau's resources

  • Refer/signpost clients appropriately (both internally and externally) in accordance with client needs following agreed protocols
  • Ensure that all work meets quality standards and the requirements of the funder
  • Ensure that work reflects and supports the Citizens Advice service's equality and diversity strategy
  • Maintain detailed case records for the purpose of continuity of casework, information retrieval, statistical monitoring, and report preparation
  • Complete the required training to comply with quality assurance processes
  • Support our research and campaigns work through various channels including case studies, data collection and client consent
  • Keep up to date with legislation, policies and procedures and undertake appropriate training
  • Attend relevant internal and external meetings as agreed with the line manager
  • Prepare for and attend supervision sessions/team meetings/staff meetings as appropriate
  • Use of telephony and IT equipment for multichannel delivery of advice services
  • Use of IT software for statistical recording of information relating to research and campaigns and funding requirements, record keeping and document production.
  • Ensure GDPR compliant training is completed on an annual basis
  • Demonstrate commitment to the aims and policies of Citizens Advice
  • Abide by health and safety guidelines and share responsibility for own safety and that of colleagues


In addition to the role and responsibilities outlined in this Job Description, to undertake such duties as may be identified and which are compatible with the functions of the post.


Person specification

  • Ability to communicate effectively with clients, both in writing and verbally
  • Ability and willingness to work as part of a team
  • Ability to use IT proficiently


If you do not meet all of the person specifications but you feel like this is a job, you would really like to do - we would love to hear from you.


Closing Application - 18 June 2024 at 4.00pm

Job Types:
Part-time, Permanent

Pay:
£10,979.00 per year

Expected hours: 14.4 per week

Benefits:

  • Additional leave
  • Casual dress
  • Company pension
  • Health & wellbeing programme
  • Sick pay

Schedule:

  • No weekends

Work Location:
In person

Application deadline: 18/06/2024