This vacancy has now closed

Help to Claim Helpline Adviser (Universal Credit)

  • Full time
  • £19,000 – £24,500
  • Motherwell (Remote working or Hybrid/Flexible working pattern will also be considered
  • Closing 20th August 2021

  • Advertised from 2nd August 2021
  • Salary commensurate with experience. 35 hours per week (part time/job share will be considered) Fixed-term contract until 31 March 2022 (further extension subject to renewal of funding)


About the job

We are looking for a client-focused individual with experience of providing welfare benefits advice, to join us as a Help to Claim Adviser (Universal Credit). In this role you will be using telephony and webchat to help /ensure our clients get the support they need face to face.

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. It would be an advantage if you had recent experience and knowledge of undertaking welfare cases to appeal level if required. We are also looking for a proven ability to work effectively and well organised. 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.

As Help to Claim Adviser (Universal Credit), you will deliver a holistic advice and support service aimed at clients on completing their initial Universal Credit claim, and to support them through to their first payment. This will involve helping with the online forms, the evidence required, and verifying their identity online using telephone and webchat.

Employee benefits

Motherwell & Wishaw Citizens Advice Bureau offers excellent terms and conditions, including a total of 28 days leave plus 10 Bank Holidays and a pension scheme with an 3% employer contribution. Motherwell & Wishaw Citizens Advice Bureau is an inclusive employer considering remote and flexible working arrangements where appropriate.

Application notes

Please complete the application form contained within the recruitment pack below and return together with a completed Equality and Diversity Monitoring Form and Self Declaration form by email to

We look forward to receiving your application by the closing date and we would ask that you provide an email address and telephone number where we can contact you day and/or evening.

Closing Date for applications: Friday 20th August 2021

Date of interviews for successful applicants: W/C 23rd August 2021

or by post marked “Confidential” to:

Catherine Marshall

Finance, HR & Facilities Manager

Motherwell & Wishaw Citizens Advice Bureau

90 Brandon Parade East



The Motherwell & Wishaw Citizens Advice Bureau is committed to equal opportunities both in service provision and employment.

Charity number: SCO09733

Charity name: Motherwell & Wishaw Citizens Advice Bureau