Help to Claim adviser Job Stirling area,Scotland UK,Customer Service/HelpDesk

The Help to Claim Adviser (Universal Credit)

The Help to Claim Adviser (Universal Credit) delivers a holistic advice and support service aimed at clients on completing their initial Universal Credit claim and supports them through to their first payment. This involves helping with the online forms, the evidence required, and verifying their identity online using telephone, web chat and video call.

Job description

Key responsibilities

To conduct telephone, web chat and video call interviews, using sensitive listening and questioning skills to allow clients to explain their problem(s) and empower them to set their own priorities
To explore clients’ circumstances, support needs and access channel preferences considering language barriers, accessibility needs, and issues around digital access and ability
To assist with the setup of a Universal Credit account, including setting up a personal email account and/or bank account, if needed
To provide support to clients completing and submitting their claim form, ensuring clients have identified and gathered all evidence and documentation needed
To support the client through the first assessment period and help them complete the identity verification process online, if needed
To support clients to prepare for their first appointment with a Jobcentre Plus work coach
To support the client with applying for any additional support such as short-term advance and/or access to the Scottish Welfare Fund
To ensure the client understands the payment schedule and takes action to prepare
To liaise where appropriate with bureau staff and other relevant agencies as appropriate
To record, update and maintain information on a case management system for the purpose of continuity of casework, information retrieval, statistical monitoring, and report preparation
To ensure that all work meets quality standards and the requirements of the funder
To provide and develop a quality advice service in relation to Universal Credit, including the ability to act as a ‘best practice lead’ for other staff and volunteers
To keep abreast of the latest developments relating to welfare benefits and Universal Credit
Liaise, communicate with and be operationally responsible to the multi-channel coordinator

The above job description is not exhaustive and is clarified to include broad duties inherent in the post as reasonable requested by the bureau manager.

Person specification

Knowledge, skills and experience Essential

Demonstrable completion of Citizens Advice Bureau Adviser Training Programme
A sound working knowledge and experience with social security benefits and entitlement, with specific focus on Universal Credit
Understanding, maintaining and practising high standard of case recording requirements as according to the Help to Claim project specification and the CAS quality assurance standards
Ability to use telephony and IT systems to deliver services across multiple channels (web chat, telephony and video) via Avaya, Near Me, Zoom, Teams and other systems
Experience of using a range of IT tools to carry out work, including case management systems, Microsoft Office, internet and email etc.
Ability to work without supervision and prioritise workload
Experience of working with people with multiple and complex needs
Excellent oral and written communication skills, including the ability to communicate complex information in a clear and accessible manner
Excellent organisational skills
Knowledge of a range of enquiry areas to aid with identifying emergencies
A commitment to the aims and principles of Citizens Advice Service
Ability to operate as a team player and communicate effectively with colleagues and managers

Desirable

A proven ability to work effectively with a wide variety of stakeholders
Experience working on helpline, webchat and video conferencing (Near Me)
Potential ability to work remotely and as a part of a virtual helpline team

Additional requirements

Ability to commit to a rolling rota to be assigned for times between 07:45 and 19:00
Must be available to work a varied shift pattern between 07:45 – 19:00 Monday – Friday, excluding statutory bank holidays in Scotland
The post is subject to the receipt of a satisfactory Basic Disclosure Certificate
The post is subject to the disclosure of criminal history information

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