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Telephone and Webchat Benefits Adviser
| Posting date: | 28 November 2024 |
|---|---|
| Salary: | £25,592.00 to £26,135.00 per year, pro rata |
| Hours: | Full time |
| Closing date: | 11 December 2024 |
| Location: | Witney, Oxfordshire |
| Remote working: | On-site only |
| Company: | Citizens Advice West Oxfordshire |
| Job type: | Temporary |
| Job reference: |
Summary
We have an opportunity for an adviser to join our existing advice services team who deliver advice to the public on issues relating to Universal Credit and linked benefits and issues. The role will form part of the national Help to Claim service which provides support to people with queries relating to Universal Credit up to first payment via telephone, webchat and video channels between 8am and 6pm Monday to Friday.
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.
Advice giving
Interview clients over the phone and via web chat, using sensitive listening and questioning skills in order to allow clients to explain their problem(s) and empower them to set their own priorities
Remotely 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 when appropriate
Research and explore options and implications so that clients can make informed decisions.
Support clients 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
Ensure that work reflects and supports the 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.
Complete the required training to comply with quality assurance processes
Research and campaigns
Support our research and campaigns work through various channels including case studies, data collection and client consent
Full time - Up to 37 hours per week
Salary: From £25,592 - £26,135 pro-rata depending on experience,
trainee position available for the right candidate.
Holiday: 4.6 weeks annual leave pro rata plus Bank Holidays, plus additional long service leave
Pension: Auto-enrolment workplace pension scheme
Contract: Fixed term contract until end of December 2025.
We are a Disability Confident employer. Should you require any reasonable adjustments to enable you to apply or to attend an interview please let us know.
We are an Equal Opportunities employer and welcome applications from under represented communities .
https://citizensadvicewestoxon.org/telephone-and-web-chat-benefits-adviser/
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.
Advice giving
Interview clients over the phone and via web chat, using sensitive listening and questioning skills in order to allow clients to explain their problem(s) and empower them to set their own priorities
Remotely 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 when appropriate
Research and explore options and implications so that clients can make informed decisions.
Support clients 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
Ensure that work reflects and supports the 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.
Complete the required training to comply with quality assurance processes
Research and campaigns
Support our research and campaigns work through various channels including case studies, data collection and client consent
Full time - Up to 37 hours per week
Salary: From £25,592 - £26,135 pro-rata depending on experience,
trainee position available for the right candidate.
Holiday: 4.6 weeks annual leave pro rata plus Bank Holidays, plus additional long service leave
Pension: Auto-enrolment workplace pension scheme
Contract: Fixed term contract until end of December 2025.
We are a Disability Confident employer. Should you require any reasonable adjustments to enable you to apply or to attend an interview please let us know.
We are an Equal Opportunities employer and welcome applications from under represented communities .
https://citizensadvicewestoxon.org/telephone-and-web-chat-benefits-adviser/
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.