JOB VACANCY: Citizens Advice Oxford – Universal Support: Help to Claim Adviser (p/t)

Role summary: Citizens Advice is delivering “Universal Support: 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.

We are looking for an adviser with good IT skills to support clients via phone and web-chat to make and complete their new Universal Credit claim, as well as a commitment to the aims and principles of the Citizens Advice Service.

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

Job location (usual place of work): Citizens Advice Oxford, 95 St Aldates

Pay rate: £21,240 – £24,545

Pay is pro rata?: Yes

Job title: Universal Support: Help to Claim adviser

Applications close on date: 5pm Tuesday 15th October

Hours are: Part time

Contract is: Fixed term

Job description: Citizens Advice is delivering “Universal Support: 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.

We are looking for an adviser with good IT skills to support clients to make and complete their new Universal Credit claim, as well as a commitment to the aims and principles of the Citizens Advice Service.

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

Role profile

Advice giving via phone and webchat

• Interview clients using sensitive listening and questioning skills in order to allow clients to explain their problem(s) and empower them to set their own priorities
• Supporting clients to use IT to make their new Universal Credit claim
• Use Citizens Advice resources to find, interpret and communicate the relevant information to clients
• Complete benefits checks
• Research and explore options and implications so that clients can make informed decisions about Universal Credit
• Act for the client where necessary using appropriate communication skills and channels.
• Refer internally or to other specialist agencies as appropriate.
• Ensure that all work meets quality standards and the requirements of the funder and Citizens Advice service’s equality and diversity strategy.
• Maintain detailed case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation.
• Follow up with clients to ensure they have received their correct first payment

Research and campaigns

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

Professional development

• 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

Administration

• Use of telephony and IT equipment for multichannel delivery of advice services
• Use of 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 on an annual basis
• Ensure that all work conforms to your organisation’s systems and procedures

Other duties and responsibilities

• Carry out any other tasks that may be within the scope of the post to ensure the 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

Person specification

Essential
1. At least 1 years’ experience as a Citizens Advice and a basic understanding of Universal Credit
2. 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 interactions with them
3. Ability to use telephony and IT systems to deliver advice
4. Ability to use IT systems and packages, and resources in the provision of advice, record keeping and document production
5. Good IT knowledge with an ability to support clients with their online claim application
6. A commitment to continuous professional development, including a willingness to develop knowledge and skills in advice topics
7. Ability to commit to and work with the aims, principles and policies of the Citizens Advice service
8. Ability to monitor and maintain standards for advice provision and quality assurance

Desirable

9. Knowledge of the benefits systems including Universal Credit
10. Ability to carry out accurate benefit check calculations
11. Basic knowledge of multiple enquiry areas to aid with identifying emergencies and making referrals where appropriate

In accordance with Citizens Advice national policy we will may ask the successful candidate to be screened by the DBS. However, a criminal record will not necessarily be a bar to your being able to take up the job.

To apply, please contact: www.citizensadviceoxford.org.uk/vacancies/