How to apply

About the role

We are looking for part-time HTC Telephone and Webchat Advisers with a confident telephone manner and good exploratory and interpersonal skills to support first-time Universal Credit claimants with ‘better-off’ benefit calculations and practical advice, helping claimants up to their first correct benefit payment.

We will require you to give advice via incoming calls and webchat using our telephony and dual webchat channels. All advice offered to the public will be recorded on Casebook and quality assured by your local and 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 or similar welfare benefits advice services to undertake this role, although training is available for candidates that demonstrate potential in phone and web-based customer services or welfare rights. We provide full training for individuals looking for an opportunity to progress their career in welfare rights or the advice/charity sector.

You will be joining a team that is entirely home-based from all parts of the UK. We are accepting applications from candidates based outside the Telford/West Midlands area. You must be normally resident and be available to work within the UK.

Hours: 1 Part-Time Post - 24 hours per week

(Working hours between 8:00 and 18:00 Monday-Friday – rota to be mutually agreed)

We expect to start short-listing and contacting candidates before 30th September and arrange interviews using Microsoft Teams. Please inform us if you require alternative interview arrangements.

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.

To apply, please visit our website to download the full job pack and application form. https://www.citizensadvicetelfordandthewrekin.org.uk/get-involved/work-with-us

If you wish to discuss the role with a member of our team, please send an email to recruitment@telfordcab.co.uk

We recognise the positive value of diversity, promote equality and challenge discrimination, and we welcome applications from people of all backgrounds.

Citizens Advice

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Part-time Help to Claim (HTC) Telephone and Webchat Adviser (home-based, UK-only)