Help to Claim Telephone and Webchat Adviser

Citizens Advice Telford and The Wrekin is looking for HTC Telephone and Webchat Advisers with a confident telephone manner and good exploratory and interpersonal skills to support first-time Universal Credit claimants and clients moving from legacy benefits through Managed Migration.

Advisers give advice via incoming calls and webchat using our telephony and dual webchat channels. We support clients with ‘better-off’ benefit calculations and practical advice, helping claimants up to their first correct benefit payment.

All advice offered to the public is recorded on Casebook and quality assured by your line manager and our CA national quality team.

You’ll be computer literate and experienced at working independently in a fast-paced environment. We are looking for candidates with some knowledge of delivering Citizens Advice Help to Claim services to undertake this role, although training is available for candidates that demonstrate potential in phone and web-based customer services or welfare rights if further training is required.

This is a home-based position - full kit and resources will be provided. We are accepting applications from candidates based outside the Telford/West Midlands area. Travel to our office is not required as part of the recruitment process. You must be resident in the UK to apply for this position.

Service opening times: Between 8:00 and 18:00 Mon to Fri

Hours: 36.25 hours per week over 5 days

We expect to short-list and contact candidates before 18th December 2024 and arrange interviews using Microsoft Teams. Please inform us if you require alternative interviewing media, or whether you require a face-to-face interview.

In the event of a high number of applications, we reserve the right to close the application window early. We are only able to provide feedback to candidates that have attended our interview and assessment.