Claim Adviser

Location:

Agreed Citizens Advice Liverpool office locations and from home (hybrid working available after probation)

• Provide advice through telephone and webchat
• Interview clients using sensitive listening and questioning skills to allow clients to explain their problems and empower them to set their own priorities
• Support clients to use ICT to make their new Universal Credit claim
• Use Citizens Advice resources to find, interpret and communicate the relevant information 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 internally or to other specialist agencies as appropriate
• Ensure all work meets quality standards and the requirements of the funder
• Ensure work reflects and supports the Citizens Advice service's equality and diversity strategy
• Maintain detailed case records for continuity of casework, information retrieval, statistical monitoring and report preparation
• Complete the required training to comply with quality assurance processes

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

• Use telephony and IT equipment for multichannel delivery of advice services
• Use 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 annually
• Ensure all work conforms to the organisation’s systems and procedures

• Carry out any other tasks within the scope of the post to ensure 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
• Work from a variety of Citizens Advice Liverpool outlets and outreach locations across the city as required over the course of the week between 8am-6pm

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