Universal Credit Help to Claim (HTC) Adviser (Part-time) – Remote

This role is responsible for offering end-to-end support to help people across England and Wales make a new Universal Credit claim and be ready for when their first payment arrives, including:

• interview clients via telephone and web chat

• provide consistently high quality advice and support to clients

• contribute to our research and campaigns work 

Location: Remote working

Hours: Part-time – 27 hours per week (0.77 FTE)

Contract Type: Fixed term contract to 31 March 2027

Salary banding: £25,000 – £27,000 FTE pro rata, depending on experience

Special Requirements: Basic DBS check

KEY DUTIES

Service Delivery

• Interview clients in order to understand their situation and how to support and empower them to make a claim.

• Use Citizens Advice resources to find, interpret and communicate relevant information and advice to clients.

• Complete benefits checks when appropriate 

• 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 clients internally or externally to other specialist agencies as appropriate.

• Maintain detailed case records.

• Ensure that all work meets quality standards and the requirements of the funder.

• Support our research and campaigns work through various channels including case studies and data collection.

• Follow all relevant policies and procedures.

Team

• Refer clients internally or externally to other specialist teams as appropriate.
• Work collaboratively with others, as part of a team, to achieve common goals.
• Take shared responsibility for the health and wellbeing of yourself and the team.

Skills and Knowledge

• Complete the required training to comply with quality assurance processes.
• Ensure own ongoing learning and development, including keeping up to date with changes to advice.
• Develop and maintain the digital skills needed to use the tools, software and platforms relevant to your role.

Organisation

• Understand and work within the twin aims and principles of the Citizens Advice Service.

• Understand and take shared responsibility for delivering a service that meets the requirements of Citizens Advice Reading and its funders.

• Embed Equity, Diversity and Inclusion (EDI) in your day to day work

• Attend regular team and staff meetings and training.

• Any other reasonable duties as required by the organisation from time to time.

PERSON SPECIFICATION

1. Knowledge of the benefits systems, including Universal Credit and experience of giving benefit advice/generalist advice
2. Empathetic and active listening and questioning skills to get to the root of any issues
3. Ability to research, analyse and interpret complex information and present it clearly, both verbally and in writing.
4. Good numeracy skills to carry out accurate benefit calculations
5. Ability to work in a sensitive, enabling and non-judgemental way with people from a wide range of backgrounds

As an equal opportunities employer, Citizens Advice Reading is committed to the equal treatment of all current and prospective employees and does not condone discrimination of any kind. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join us.