Help to Claim Helpline Adviser (Universal Credit)

  • Part time
  • £20,963 – £26,244 pro-rata
  • Motherwell (Remote working or Hybrid/Flexible working pattern will also be considered)
  • Closing 6th October 2023

  • Advertised from 18th September 2023
  • 17.5 hours per week. Fixed-term contract until 31 March 2024 (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

• Competitive reward package including annual performance bonus scheme

• 5% employer pension contributions

• Generous holiday entitlement 38 days inc. public holidays (pro rata for part time)

• Additional holidays for length of service

• Family friendly policies

• Home & Flexible working scheme

• Occupational Sick Pay

• Dedicated Training and Personal Development Budget as part of our Talent Management Pool

• Leadership Mentoring

• A wide range of Social Events and Team Building Days

Application notes

Please return your application form together with a completed Self-Declaration Form for an Applicant working with Adults at Risk therefore requiring a PVG Scheme Disclosure and Equality and Diversity Monitoring Form by email to

or by post marked “Confidential” to:-

Catherine Marshall

Finance, HR & Facilities Manager

Motherwell & Wishaw Citizens Advice Bureau

90 Brandon Parade East



Closing Date for applications: 6th October 2023

Date of interviews for successful applicants: week commencing 9th October 2023

If you feel that you have the potential for the role, but lack the relevant experience, we may consider recruiting someone with excellent potential and providing relevant training, if you wish to have an informal discussion about the role then contact Kinga on 01698 265349.

Please note that the post is subject to the disclosure of criminal history information and/or credit/Disclosure Scotland checks.

Equality & diversity monitoring

To help Motherwell & Wishaw Citizens Advice Bureau monitor equality and diversity statistics please return the Equality & Diversity Monitoring Form separate from your other application documents by emailing it to:

Privacy Notice for Job Applicants

This privacy notice sets out, in line with the GDPR, the types of data that we will collect and hold on you as a job applicant.

About the employer

Motherwell & Wishaw Citizens Advice is a company limited by guarantee and registered charity.

Company number: SC173485. Scottish Charity number: SCO09733