Salary
27,488
Location
LE10
Job Overview
Application via website only www.citizensadviceleicestershire.org
Purpose of role:
To work as part of the Help to Claim service delivering support by telephone and digital channels to help people to make claims for Universal Credit through to their first payment. Offering tailored support to ensure that clients are able to manage the claims process and offering benefits checks, and onward referral to our generalist advice services where appropriate.
The role plays a key part in ensuring that clients receive good quality advice and contribute to targets and KPI’s.
Main duties and responsibilities
Engage with clients to assess individual support needs to determine the level of service most appropriate for each client. Using sensitive listening skills and empowering clients to set their own priorities. This will be done through telephone and digital channels.
Support and assist clients to use IT to make Universal Credit Claims.
Use Citizens Advice resources to find, interpret and communicate the relevant information to clients.
Complete benefit 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 to services or to other specialist agencies as appropriate.
Ensure that all work meets quality standards and requirements of the funder.
Maintain detailed case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation.
Targets
Ensure set targets are met.
Ensure case write ups are completed within deadlines.
Ensure quality standards are met and contribute to the maintaining of organisational quality score to a minimum RAYG rating of Amber.
Research and Campaigning
Contribute to both local and national campaigns where appropriate
Assist with research and campaigning work by providing information about clients’ circumstances through the appropriate channel
Raise awareness and report any particular trends or issues affecting the client group to the Project Lead.
Professional Development and Training
Keep up to date with advice changes, policies and procedures and undertake appropriate training.
Attend relevant internal and external meetings as agreed with your line manager.
Prepare for and attend supervision and appraisal meetings.
Successfully complete Help to Claim training.
Identify your own learning and development needs and take steps to address these.
Other Duties and Responsibilities
Support Citizens Advice LeicesterShire’s purpose and values.
Attend internal and external training as required to carry out your duties.
Keep up to date with Citizens Advice aims, policies and procedures and ensure these are followed.
Work cooperatively with colleagues and encourage good teamwork, clear lines of communication and common practices within the service team.
Abide by health and safety guidelines and share responsibility for your own health and safety, and that of colleagues.
Be able to accommodate reasonable changes in working hours in order to meet the needs of the business.
Any other duties as required to ensure the effective provision of the service.
Hybrid/home working roles additional requirements
Internet
Confidential setting.
Stable and safe working environment
Skills and Qualifications required
High command of maths.
Ability to use sensitive listening and questioning skills to get to the root of the issues and empower clients, whilst maintaining structure and control of meetings with them.
Understanding of the issues involved in interviewing vulnerable clients.
Knowledge of the benefits systems including Universal Credit.
Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively.
Proficient digital skills with the ability to use a range of applications including telephone platforms, webchat cloud based systems and databases in the provision of advice, record keeping, document production and online applications.
Ability to monitor and maintain standards for advice provision and quality assurance.
Good team-worker with a flexible approach, self motivation and the ability to work independently managing own time effectively.
The ability to build a good rapport and relationships with colleagues and external stakeholders.
Resilient with a ‘can do’ attitude.
Process driven with the ability to problem solve.
A commitment to continuous professional development, including a willingness to complete training for the role and to continue to develop knowledge and skills in advice topics.
A commitment to Citizens Advice LeicesterShire’s purpose and values and a good understanding of equality and diversity in its application in the provision of advice.
Hours per week
37
Closing Date
19/04/2026
Website
Apply for the job by visiting https://citizensadviceleicestershire.org/about/join/jobs/