Help to Claim Adviser

About the role:

The Help to Claim service is a high profile, national, DWP funded service delivering high quality advice and support to clients to make a new claim for Universal Credit over the phone or via webchat.

We’re looking for a compassionate and tech-savvy adviser to join our team.. You’ll work primarily from home, with a base in our Hinckley office.

You’ll be the bridge between vulnerable clients or those in need of support and the financial security that Universal Credit can provide. Your advice and guidance will empower them to navigate their first application with confidence from start to the first Universal Credit payment.

Your day-to-day

You’ll be the friendly voice on the other end of the phone or chat, guiding people through their Universal Credit applications.

You’ll use our resources to provide accurate information and support, and equip clients with the knowledge and confidence to navigate the system independently.

Using your numerical skills, you’ll help clients understand their benefit entitlements and any financial implications.

You’ll use our tried-and-tested templates and processes to ensure a smooth client journey and maintain quality standards and targets.

What you’ll bring:

You can explain complex information in a simple and easy-to-understand way.

You’re comfortable using technology and digital tools.

You’re confident with numbers and calculations.

You already have some knowledge of the welfare benefits system, particularly Universal Credit.

You thrive in a role where you can take ownership of your work and use your initiative to solve problems.

You’re a team player committed to collaboration, sharing your knowledge to make a bigger impact and continuous learning.

If you’ve worked in customer service, advice giving, or a similar role, that’s great – but it’s not essential. What matters most is your willingness to learn and your commitment to making a difference in people’s lives. This role offers the chance to develop valuable skills while providing vital support to those in need.

To apply, please read our staff recruitment pack, full job description and person specification, and application guidance notices.

This post is subject to a basic Disclosure and Barring Service check.

Citizens Advice is committed to diversity and inclusion. We welcome applications from all sections of the community.