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Help to Claim Vacancies


Job Details

Hours: 15 – 37.5 hours per week  

Full-time Salary: £28,624 (based on 37.5 hours per week)  

Location: Remote/Home working  

Term: up to 31 December 2025  

Application Deadline: 9am on 10 February 2025 

Interviews: 17 & 18 February 2025 (via Microsoft Teams) 


How to Apply

Expression of Interest

If you’re interested in the role, please submit the following Expression of Interest Form and short online exercise by 9am on Monday 10 Feb 2025.  

Online Exercise

The link to the online exercise will be sent to you automatically (via email), once you’ve submitted an Expression of Interest. 


Role profile

Advice giving

  • 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 to use IT to make their new Universal Credit claim
  • Use Citizens Advice resources to find, interpret and communicate the relevant information to clients
  • Complete benefits checks
  • 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.
  • Refer internally, or to other specialist agencies, as appropriate.
  • 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 and accurate case records, to ensure continuity of casework, and assist with statistical monitoring and reporting.
  • Work in a variety of settings including community outreach, Jobcentres and local authority offices as required
  • Complete the required training to comply with quality assurance procesesses

Research and campaigns

  • Support our research and campaigns work through various channels including case studies, data collection and client consent

Professional development

  • Keep up to date with legislation, policies and procedures and undertake appropriate training
  • Read relevant publications
  • Attend relevant internal and external meetings as agreed with the line manager
  • Prepare for and attend supervision sessions/team meetings/staff meetings as appropriate

Administration

  • 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
  • Ensure that all work conforms to your organisation’s systems and procedures

Other duties and responsibilities

  • Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the service
  • 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

Person specification

Experience (through paid or voluntary work)

  • Knowledge of Welfare Benefits, including Universal Credit, preferably in a social welfare context
  • Experience of working with the Citizens Advice network or the advice sector
  • Proven ability and willingness to work as part of a team

Knowledge

  • An understanding of and commitment to the Aims and Principles of the Citizens Advice service, including our equality and diversity policies
  • An understanding of and commitment to the Research & Campaigns work undertaken by Citizens Advice
  • A thorough understanding of the issues involved in interviewing clients

Qualifications and training

  • A commitment to continuous professional development, including a willingness to develop knowledge and skills in required areas
  • Ability to acquire the Citizens Advice General Advice certificate (or equivalent)

Skills and abilities

  • Ability to give and receive feedback objectively, sensitively and a willingness to challenge constructively
  • Ability to manage workload effectively whilst maintaining a healthy work/life balance

Excellent numeracy skills

  • Proven ability to deal appropriately with a range of people via verbal, written and digital communication methods
  • Proven ability to monitor and maintain own standards
  • Proven ability to use information technology in the provision of advice and in the preparation of reports