Help to Claim Telephone and Webchat Adviser
Apply before 5pm on 13 April 2026.
Job summary
Location Home Based
Workplace Work from home
Contract Fixed term contract, until 31 March 2027
Interviews will take place on 15 April 2026.
About the role
We are recruiting
Help to Claim (HTC) Telephone and Webchat Advisers
We are looking for 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 line manager and CA national quality team.
You’ll be computer literate and experienced at working independently. We are looking for candidates with recent knowledge of delivering Citizens Advice Help to Claim services to undertake this role, although training is available for candidates that demonstrate potential in phone and web-based customer services or welfare rights if further training is required.
Candidates will be expected to work from home (where full kit and resources will be provided).
Due to this role being based entirely from home, we are accepting applications from candidates based outside the Telford/West Midlands area.
We recognise the positive value of diversity, promote equality and challenge discrimination, and we welcome applications from people of all backgrounds.
A DBS check is required for this role and will be arranged by Citizens Advice Telford and The Wrekin for the successful candidate.
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