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Help to Claim Adviser

Help To Claim Adviser 

Starting at NJC Scale 10 £23,194, F/T (37 hours pw) (Salary based on experience and Qualifications)

Hybrid and fully remote considered

Temporary contract until April 2024 with a possible extension

Citizens Advice Cambridge is looking for two enthusiastic advisers to join our Help to Claim team.

In return we offer a generous package with lots of free training to help you build and develop your potential.

The team provides bespoke advice and support for first time Universal Credit claimants, via telephone and webchat, until the client receives their first Universal Credit Payment.

You must have an understanding of, and commitment to Citizens Advice aims , principles and equal opportunities.


  • 7% pension contribution
  • Holiday: 24 days pa plus Bank Holidays. 1 additional day each 12 months. Up to 4 days Christmas closure
  • Death in Service insurance and EAP schemes and Cycle to work scheme benefits
  • Variety of learning and development options

Closing date: Sunday 15th October 2023 at 20:00

Interviews to be held W/C 16th October

Charity 1056102. Company 3191085. Financial Conduct Authority FRN: 617537

Job Description

Employer: Cambridge & District Citizens Advice
Responsible to: Help to Claim Lead
Based at: 66 Devonshire Road, Cambridge, CB1 2BL. Hybrid between office and home (Remote working also considered)

Cambridge Citizens Advice is set to continue to deliver the Help to Claim service 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 Help to Claim Advisers who will assist clients to make and complete their new Universal Credit claim.

Main Responsibilities

  • Providing Advice to assist ‘Help to Claim’ clients to make valid claims for Universal Credit
  • Planning and Development
  • Service Delivery
  • Administration
  • Research and Campaigns
  • Other duties and responsibilities

Advising clients using the help to Claim Service

  • Helping eligible clients to make a successful claim for Universal Credit.

This likely to involve (but is not limited to):

  • Checking whether or not they meet the basic conditions for Universal Credit.
  • Advising clients whether their income and personal circumstances indicate that they may be entitled to a payment.
  • Offering and calculating the award to which they may be entitled.
  • Advising clients how to make a claim, and providing such assistance as they may need to do so.
  • Explaining when they should expect their first payment.
  • Explaining the system of advances and repayments.
  • Explaining how the Universal Credit process works, including validation of their claim, use of the journal, assessment periods and communication with their work coach in the event of a change of circumstances.
  • Checking whether they are in immediate need with help for food, gas or electricity or accommodation and, with their agreement, make a referral to their local bureau for help with these matters.
  • Full Support until first payment of Universal Credit
  • Checking whether they have any ‘out of scope’ benefit, debt or housing issues for which they require help and, with their agreement, make a referral to their local bureau
  • Advising clients who are making a claim of a possible entitlement to a help with council tax for which they should contact their local council
  • Ensure casework conforms to the Bureau’s Quality Standards and procedure

Planning and development

  • Advise Management on service delivery issues and problems
  • Contribute to activities, procedures and systems so as to promote common practices within the advice team
  • Utilise IT systems and other resources
  • Participate in bureau initiatives as appropriate and contribute to the work of associated committees, working parties and projects

Service Delivery

  • Provide Advice and Information to Help to Claim clients by telephone, webchat, and if required by email and videocalls, working from the office and/or from home as specified in your contract
  • To work in accordance with Help to Claim requirements.
  • Ensure that systems are developed and maintained for case recording, statistics, follow up work and quality control, in partnership with other members of the team
  • To be a team player and attend meetings as necessary


  • To ensure effective and efficient administrative systems are maintained
  • Abide by the health and safety policy with regard to staff, equipment and premises with statutory requirements
  • To record an account of the client’s circumstances and the advice and information given to them on Casebook together with their name and personal details if they are prepared to provide this information
  • To work in accordance with the requirements of GDPR
  • Collect and report such statistical information with regard to client contacts, advice given and workload as required

Research and campaigns (Social Policy)

  • Assist with social policy work by providing information about clients’ circumstances, either anonymously or with the client’s consent
  • Provide statistical information on the number of clients and nature of cases and provide regular reports to Bureau management
  • Monitor service provision to ensure that it reaches the widest possible client group
  • Alert other staff to local and national issues
  • Liaise with statutory and non-statutory organisations and represent the Service on outside bodies as appropriate

Other duties, and responsibilities

All staff at CCAB are required to:

  • Have a full commitment to the aims and vision for the organisation as laid out in the business plan and take part in annual processes such as business plan reviews, production of annual and other reports, etc.
  • Have a commitment to on-going change management in order to achieve those aims and objectives
  • Have an understanding of and commitment to, the aims and principles of the service and its equal opportunities/diversity policies
  • Have an active commitment to promoting Social Policy/Research and Campaigning as a key driver for effecting a positive change for our clients
  • Have a commitment to working as a team player – supporting and respecting each other in a time of limited staff resource – having a flexible approach to covering functions that may be outside a specific job
  • Abide by health and safety guidelines and share responsibility for your own safety and that of colleagues
  • Undertake duties in a resource efficient way, minimising impacts to the environment wherever possible
  • Undertake any other duties connected with the operation of the Bureau as may be required from time to time

Person Specification

1.     Experience of providing Help to Claim and Benefit advice.

2.     Experience of using a benefit calculator to. estimate client’s probable awards.

3.     Understanding of Universal Credit and relevant legacy benefits.

4.     Ability to implement and promote equal opportunities policies and relate to clients in a non-judgemental way

5.     Numeracy skills for monitoring and analysis of statistical information for project funders and management

6.     Ability to prioritise and manage own workload.

7.     Effective oral and written communication skills with particular emphasis on ability to work with a wide cross-section of clients, reports and correspondence.

8.     Competent at using computers and other IT equipment and resources to facilitate supervision and case checking

9.     Ordered approach to the prioritisation and management of work and an ability and willingness to follow and develop procedures.

10.  Ability and willingness to work as part of a team and to maintain a positive attitude whilst under pressure.

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