Help to Claim Adviser (full time, fixed term) Renfrewshire Citizens Advice Bureau

We are looking for an Adviser/ Advisers to join the Help to Claim Team.  Citizens Advice is responsible for the delivery of a service called “Help to Claim”, which offers end-to-end support to help people make a new Universal Credit claim and be ready for when their first payment arrives. Delivery of the service is multi-channel and includes face to face, telephone and webchat. Presently delivery is restricted to telephone only due to the Covid-19 pandemic.  The successful candidate will be willing and able to work in a multi-channel environment, including contributing to the national Help to Claim helpline.

In addition to providing practical support, we are looking for an adviser with an excellent knowledge of the welfare benefits system. You will determine eligibility for Universal Credit, carry out benefit checks, and research and explore options and implications so that clients can make informed decisions prior to claiming any new benefit.

You’ll have the ability to interview clients using sensitive listening and questioning skills to get to the root of the issues, whilst maintaining structure and control of meetings.

You will be responsible for maintaining detailed case records that meet quality standards and funder requirements.

You will require good IT skills in order to support clients to complete new Universal Credit claims where appropriate. With a background in advice work, you will be able to assess client needs, identify related issues and offer support to access other services.

We also require that you have a commitment to the aims and principles of the Citizens Advice Service and that you ensure the work reflects and supports the Citizens Advice service's equality and diversity strategy.