Urgently Hiring: Part-time Help to Claim (HTC) Telephone and Webchat Adviser - Remote Work Opportunity with Workwarp

Join Our Team as a Part-time Help to Claim (HTC) Telephone and Webchat Adviser

We are Workwarp, a leading organization dedicated to providing exceptional support services to individuals in need. Currently, we are seeking a compassionate and skilled Part-time Help to Claim (HTC) Telephone and Webchat Adviser to join our team. As a key member of our staff, you will play a vital role in assisting first-time Universal Credit claimants with 'better-off' benefit calculations and practical advice, guiding them through the claims process until they receive their first correct benefit payment.

About the Role

As a Part-time Help to Claim (HTC) Telephone and Webchat Adviser, you will work in a home-based setting, providing expert advice and support to claimants via incoming calls and webchat using our telephony and dual webchat channels. Your primary objective will be to ensure that claimants receive accurate and timely guidance, empowering them to navigate the complexities of the benefits system.

Key Responsibilities:

• Provide 'better-off' benefit calculations and practical advice to first-time Universal Credit claimants, supporting them until they receive their first correct benefit payment.
• Deliver exceptional customer service via telephone and webchat, responding to queries and concerns in a professional and empathetic manner.
• Utilize our telephony and dual webchat channels to communicate with claimants, ensuring that all advice offered is recorded on Casebook and quality assured by our local and national quality team.
• Work independently in a fast-paced environment, managing your time effectively to meet productivity and performance targets.
• Develop and maintain a comprehensive understanding of welfare benefits and the advice sector, staying up-to-date with relevant policies and procedures.

Requirements and Qualifications

Essential Qualifications:

• A confident telephone manner and excellent interpersonal skills, with the ability to communicate effectively with claimants and colleagues.
• Computer literacy and experience working independently in a fast-paced environment.
• Some knowledge of delivering Citizens Advice Help to Claim or similar welfare benefits advice services is desirable, although training is available for suitable candidates.
• Ability to work in a home-based setting, with a reliable internet connection and a quiet, distraction-free workspace.

Preferred Qualifications:

• Previous experience in a customer-facing role, preferably in the advice or charity sector.
• Familiarity with welfare benefits and the advice sector, with a strong understanding of relevant policies and procedures.
• Excellent problem-solving and analytical skills, with the ability to navigate complex systems and processes.

What We Offer

Compensation and Benefits:

We offer a competitive salary of £17,556 per annum, with a fixed-term contract until 31 March 2025. As a part-time role, you will work 24 hours per week, with flexible working hours between 8:00 and 18:00, Monday-Friday.

Career Growth and Learning Opportunities:

As a valued member of our team, you will have access to comprehensive training and development opportunities, enabling you to progress your career in welfare rights or the advice/charity sector. Our supportive and dynamic work environment encourages professional growth and learning, with regular feedback and coaching to ensure your success.

Work Environment and Culture:

We are a home-based team, working remotely from all parts of the UK. Our flexible and autonomous work environment allows you to work in a setting that suits your needs, with regular communication and collaboration with colleagues. We prioritize equality, diversity, and inclusion, welcoming applications from individuals of all backgrounds.

How to Apply

If you are a motivated and compassionate individual with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please visit our website to download the full job pack and application form: https://www.citizensadvicetelfordandthewrekin.org.uk/get-involved/work-with-us. Alternatively, you can email us at [email protected] to discuss the role with a member of our team.

Next Steps:

We expect to start short-listing and contacting candidates before 30th September, with interviews arranged 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.

Conclusion

As a Part-time Help to Claim (HTC) Telephone and Webchat Adviser with Workwarp, you will have the opportunity to make a significant impact in the lives of first-time Universal Credit claimants. With a competitive salary, comprehensive training, and a supportive work environment, this role offers a unique chance to develop your skills and advance your career in the advice or charity sector. We look forward to receiving your application and welcoming you to our team!