Help to Claim / Money Talk Team Multi Channel Adviser (Fixed Term) - Citizens Advice Bureau West Lothian

The Citizens Advice network is contracted to deliver a comprehensive, enhanced support service encompassing the Money Talk Team (MTT) and Help to Claim projects. This is delivered through the channels of telephone, web chat and face-to-face interaction with clients.

Project aims:

• Help to Claim aims to support people to make a Universal Credit claim - from initial claim to first full correct payment
• Money Talk Team aims to motivate low income families to seek financial advice to maximise their income by ensuring that they are not paying more for essential goods and services than they need to and that they are getting all the benefits, grants and exemptions (council tax, energy) to which they are entitled.

We are looking for a client-focused individual with experience of providing welfare benefits advice and income maximisation benefit checks, to join us as a Multi-Channel Adviser covering Money Talk Team and Help to Claim projects. In this role you will use telephony and webchat as well as seeing clients face-to-face to ensure they get the advice, information and support needed.

To succeed, you will need relevant experience and knowledge of the wider welfare benefit system including Universal Credit, demonstrating strong oral and written communication skills. You will be experienced in using benefit entitlement calculators and in explaining the results of the benefit check. We are also looking for someone who is well organised and has a proven ability to work effectively. Proficiency using a range of IT tools to carry out your work, including case management systems, online claims services and Microsoft Office applications is essential. Committed, results-driven and supportive to the needs of others, you work well within a team and are willing to follow and develop agreed procedures.