Help to Claim Adviser

Job Role: Help to Claim Adviser
Salary: £25,844 - £28,261
Location: Remote working, with office attendance occasionally required.
Hours: 35 hours per week
DBS Required: Yes (standard)
Contract: Fixed term until 31st March 2027. This may be extended, dependent on funding.
Closing date: 15th November

We’re an ambitious charity determined to deliver quality services to our communities. Each year we improve the lives of tens of thousands of local people by sharing information and offering advice, support and guidance.

We are offering the opportunity to join the Help to Claim Team, assisting with the delivery of advice, information and digital support via National phone and web chat channels. This role will be a secondment to the East Lancashire HTC team, and therefore will involve working across teams. The aim of the role is to establish if Universal Credit is right for our clients, and if so, provide help and support until their first correct payment.

This role is mainly remote, however occasional office working will be required for team meetings, training sessions and partner visits. This role is open to everyone at all levels of experience and may suit someone looking to build upon existing knowledge of benefits and Universal Credit, or someone with little benefits knowledge but excellent customer service skills. Full training and ongoing support will be provided.

We value diversity, promote equality and challenge
discrimination. We welcome applications from people of all backgrounds particularly applications from people with disabilities and people from Black, Asian and Minority Ethnic groups, as they are currently under-represented in our workforce.

Advice Giving

• Via phone and webchat - interview clients using sensitive listening and questioning skills.
• Use Citizens Advice, government and authorised sources of information to

find, interpret and communicate relevant information to clients.

• Establish correct benefit entitlements, including completing benefit checks when appropriate.
• Explore options and support clients to start or submit an application if required
• Refer internally or signpost to other agencies as appropriate.
• Ensure that all work conforms to the organisation’s Advice Quality Standard / other funding requirements, as appropriate.

Professional and Personal Development
- Keep up to date with legislation, policies and procedures and undertake
any required training.
- Work with your line manager to develop an annual learning and
development plan which meets your development needs and the needs of
the organisation.
- Take an active role in the preparation of regular meetings, taking a lead on
your own development.

Please see the job pack here:
​https://docs.google.com/presentation/d/1bTjQCDpegqRF-fpVStF8YH6hxtoFmF15wMlmCquxdRY/edit?slide=id.p#slide=id.p​​​

Essential Criteria

• Ability to use sensitive listening and questioning skills to get to the root

issue, whilst maintaining structure and control of interactions.

• Ability to research, analyse and relay complex information.
• Ability to use IT system packages and resources in the provision of

advice, record keeping and document production.

• Willingness to seek support and supervision on complex enquiries, being

open to give and receive feedback objectively and sensitively.

• Commitment to safeguarding principles and practices ensuring the safety and wellbeing of all children, young people and vulnerable adults who engage with the service.
• An understanding and commitment to fairness and the positive impact that

diversity and inclusion brings to this role and to service delivery in the charity sector.

• Commitment and desire to work in a culture that enables collaboration,

where a supportive environment for colleagues is provided and where open
and honest communication is championed. You live and breathe our
organisational values.

• A willingness and flexibility to work hours that support our service delivery between 8am and 6pm.