Help to Claim Adviser

7 months ago

Swadlincote, United Kingdom Citizens Advice Mid Mercia Full time

_Do you have a passion for working in the heart of your local community and are driven by making a difference?_ Then **Citizens Advice Mid Mercia** is the organisation for _you_**.**_

Our free and independent advice helps people solve problems in a confidential and impartial manner. Whatever the problem, we won’t turn people away. We make a difference. Our trusted brand and the quality of our research mean we make a real impact on behalf of the people who rely on us.

We are a dynamic and ever-changing organisation with new services and teams regularly coming on board. As such we are looking for a full-time (part-time possible, by agreement) **Help to Claim Adviser **to join our Help to Claim Service on a fixed-term basis.

The role will be for a Help to Claim, with a focus on delivering benefits advice, to answer telephone calls from the public and to support clients to make and complete their new Universal Credit claims:

- Interview clients using sensitive listening and questioning skills in order to allow clients to explain their problem(s) and empower them to set their own priorities.
- Supporting clients virtually to use IT to make their new Universal Credit claim.
- Use Citizens Advice resources to find, interpret and communicate relevant information to clients
- Research and explore options and implications so that clients can make informed decisions

Experience is not necessary, but we are looking for someone who:

- _Has excellent communication skills_
- _Can manage own time effectively with a keen eye for detail_
- _Can monitor and maintain own standards ensuring work is accurate_
- _Has worked in a public-facing role_
- _Is experienced in working with a diverse range of people and providing a welcoming environment for clients_

**Responsibilities / Key Tasks**:

- _Interview clients using sensitive listening and questioning skills to allow clients to explain their problem(s) and empower them to set their own priorities_
- _To interpret information and present options to clients_
- _Assist clients with other related problems where they are an integral part of their case and refer to other advisers or specialist agencies as appropriate_
- _To maintain confidentiality, use discretion and sound judgement in undertaking all areas of responsibilities_

**What we offer in return**:

- 28 days entitlement _**plus **_bank holidays pro-rata
- Full training provided
- Full advice training is offered to all members of staff regardless of role to Advice Quality Standard (AQS)
- Opportunities for further training and continuous professional development
- Internal progression opportunities
- Supportive environment
- 5% pension contributions
- 3 month’s full contractual pay for maternity, upon meeting qualifying criteria
- Potential additional permanent contracted hours, where the organisational need exists
- Being part of a great team / CAMM family

We value the health & wellbeing of our teams, and this is very important to us. As such, we offer time out breaks and a counselling line for all staff and volunteers.

**The essentials**:

- Salary - £21,266 pa
- Hours - 37.5 hours per week (Part-time hours considered )
- Hybrid Working - a few days per week from one of our offices, a few days from home depending on service needs

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

**Salary**: £21,266.00 per year

Expected hours: 37.5 per week

**Benefits**:

- Casual dress
- Company events
- Company pension
- Enhanced maternity leave
- Free flu jabs
- Health & wellbeing programme
- Sick pay
- Work from home

Schedule:

- Monday to Friday

Work Location: Hybrid remote in Swadlincote

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