

This role is responsible for offering end-to-end support to help people across England and Wales make a new Universal Credit claim and be ready for when their first payment arrives, including:
interview clients via telephone and web chat
provide consistently high quality advice and support to clients
contribute to our research and campaigns work
Location: Remote working
Hours: Part-time - 22 to 28 hours per week
Contract Type: Fixed term contract to 31 March 2027
Salary banding: £25,000 - £27,000 FTE pro rata, depending on experience
Special Requirements: Basic DBS check
KEY DUTIES
Service Delivery
Interview clients in order to understand their situation and how to support and empower them to make a claim.
Use Citizens Advice resources to find, interpret and communicate relevant information and advice to clients.
Complete benefits checks when appropriate
Research and explore options and implications so that clients can make informed decisions.
Act for the client where necessary using appropriate communication skills and channels.
Refer clients internally or externally to other specialist agencies as appropriate.
Maintain detailed case records.
Ensure that all work meets quality standards and the requirements of the funder.
Support our research and campaigns work through various channels including case studies and data collection.
Follow all relevant policies and procedures.
Team
Skills and Knowledge
Organisation
Understand and work within the twin aims and principles of the Citizens Advice Service.
Understand and take shared responsibility for delivering a service that meets the requirements of Citizens Advice Reading and its funders.
Embed Equity, Diversity and Inclusion (EDI) in your day to day work
Attend regular team and staff meetings and training.
Any other reasonable duties as required by the organisation from time to time.
PERSON SPECIFICATION
As an equal opportunities employer, Citizens Advice Reading is committed to the equal treatment of all current and prospective employees and does not condone discrimination of any kind. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join us.