Salary scale: £22,036.92 to £25,082.66 per annum
Hours: Full-time, 37 hours per week. Job share considered
Deadline for applications: 9th January 2023 at 9am

About this role:
Citizens Advice Plymouth is delivering a digital service as part of “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 advisers with good communication and 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.

Although the role is a Digital and Telephone Adviser, you may be required to work in a variety of settings including community outreach, Job Centers and local authority offices as required.

We are an approachable and supportive team, working in a rewarding environment and aim to provide the best possible service to people across the City of Plymouth and beyond.

About you:
You will enjoy working with people and have the ability to communicate verbally with people in a clear, non-judgemental and empathetic way.

You will be able to competently use a range of Office 365 programs and keep databases up to date accurately. You will also have to be able to manage a caseload by having excellent organisational skills and the ability to prioritise your workload based on client needs. Enjoy working as part of a busy, motivated, and supportive team and be able to adapt well to changing priorities.

You will be motivated to find the solution to problems and have transferable skills from a background in customer service, support or advice.

You will need to be confident with using a range of different software to contact clients and record detailed client notes evidencing the advice you provided.

You’ll enjoy working in a supportive team to achieve the performance targets and help as many clients as we can.

You will be comfortable speaking on the phone, have good telephone skills, and enjoy speaking to people of all backgrounds.

To apply for this role:
1. Download our application pack from our website:
https://citizensadviceplymouth.org.uk/universal-credit-help-to-claim-adviser/
2. Please let us know if you need us to adapt our application process so there are no barriers for you to apply.

Working at Citizens Advice:
We value diversity, promote equality and challenge discrimination. We encourage and welcome applications from suitably skilled candidates from all backgrounds. We particularly welcome applications from candidates who are disabled, or people from Black, Asian and other racially minoritised backgrounds, as these people are currently underrepresented at Citizens Advice Plymouth. We also actively welcome applications from LGBTQ+ candidates.

Benefits (subject to eligibility) include:

• 25 days annual leave plus bank holidays & an additional 2.5 days to be taken between Christmas & New Year (pro rata)
• Long term service leave – up to 5 additional days (pro rata)
• Healthcare plan (including Employee Assistance Programme)
• Cycle to work scheme
• Death in service cover (2 x annual salary)
• Peer to peer support scheme
• 4% auto enrolment employer pension contributions

Job Types: Full-time, Part-time, Permanent

Salary: £22,036.92-£25,082.66 per year

Schedule:

• Monday to Friday

COVID-19 considerations:
The safety of our staff, volunteers and clients has been our top priority throughout the Covid-19 pandemic, and we have safety measures in place in our office to reduce the risk.

Work Location: One location

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