Case Management & Advocacy·Confirmed live in the last 24 hours·
Full-timeRemote in UK£25.8k - £28.3k
About the Job
Requirements
Ability to use sensitive listening and questioning skills to identify the root issue while maintaining structure and control of interactions.
Ability to research, analyse and relay complex information.
Ability to use IT system packages and resources for advice provision, record keeping and document production.
Willingness to seek support and supervision on complex enquiries, and to give and receive feedback objectively and sensitively.
Commitment to safeguarding principles and practices to ensure the safety and wellbeing of children, young people and vulnerable adults who engage with the service.
Understanding of and commitment to fairness and the positive impact of diversity and inclusion in the role and charity service delivery.
Commitment to collaborative working, supporting colleagues, and open and honest communication.
Flexibility to work hours supporting service delivery between 8am and 6pm.
Responsibilities
Interview clients via phone and webchat using sensitive listening and questioning skills.
Use Citizens Advice, government and authorised information sources 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 when required.
Refer clients internally or signpost them to other agencies as appropriate.
Ensure work conforms to the organisation’s Advice Quality Standard and other funding requirements, as appropriate.
Keep up to date with legislation, policies and procedures and undertake required training.
Work with the line manager to develop an annual learning and development plan that meets individual development needs and organisational needs.
Actively prepare for regular meetings and take a lead on personal development.
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: 16th November at 10am
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.
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.