We’re looking for a keen problem solver with a passion to helping people to join our thriving Universal Credit Help to Claim advisors in Crawley and the surrounding areas.  You will need excellent written and verbal communication skills, have attention to detail and be able to help people find their way around the system and access the help they need.

The ideal candidate will have a working knowledge of the benefit system but training will be provided for the right candidate who can show the skills and values we are looking for.

There will be some travel involved and some face to face work where safe as well as telephone and video support.   You will need to be comfortable with meeting targets but maintaining a high quality service, work well with others including our partner organisations like jobcentre staff.  Excellent IT skills will be needed to maintain accurate records of advice and data entry, confident in researching the answers to problems and attention to detail.  Ongoing training and development will be provided and whilst this is a fixed term contract it is likely to be extended.  You will be part of a passionate team and will be making a difference to people’s lives.


  • Paid annual leave (+ bank holidays)
  • Company Sick Pay (Qualifying period required)
  • Company pension scheme
  • Employee Assistance Programme
  • Flexible employer sensitive to the needs of today’s workforce
  • Commitment to continued professional development
  • Working for a locally focused charity dedicated to assisting and empowering the community, and helping influence changes to government policy


The Role
  • Focus on supporting people to claim universal credit, within defined timescales, ensuring they have been set up correctly and efficiently on the right benefit
  • Deliver support preparing and supporting the setup of initial Universal Credit claims, undertaking better off calculations, and ensuring clients are maximising their income, claiming the correct benefit.
  • Provide advice following internal and external quality standards and procedures, taking a holistic approach and identify other problem areas, through full exploration.
  • To work with stakeholders including DWP, District council staff, and Job Centres, represent the organisation with any project organisations or the National Citizens Advice.
  • Use advice resources such as Advisernet, Scripts, Snipit and any other diagnostic tools required, and liaise with Specialist advisors when needed
  • Ensure work is of a continuous high standard, accurate, and passes audit checks and welcome feedback to continuously improve work and support others.
  • Maintain detailed and accurate records which are kept up to date including on the client case data base system (Casebook.)
  • Ensure own knowledge and skills is kept up to date with the latest relevant legislation, policies and practices relating to the role, undertake training and minimum Continued Professional Development Hours.

For more information please take a look at the Role Description within the Job Pack.

The Candidate

Essential knowledge and experience

  • Experience of delivering high quality advice work in a busy environment whilst maintaining quality standards.
  • Knowledge of the legacy benefits, the benefit system and how to maximise income.
  •  Experience of using a range of IT systems including intranets, email, word and excel, client data bases and case management systems
  • Experience of identifying policy or legal issues or trends affecting people and using this to affect positive change.
  • Experience of working to targets, with KPIs and delivering contract requirements.

Essential skills and behaviours

  • An understanding of and ability to empathise with the needs of people from a diverse range of backgrounds and disadvantaged communities
  •  To be non-judgemental
  • To be a team player
  •  To have resilience and adaptability
  • Have excellent IT and digital skills and able to self-motivate
  • Excellent written and verbal communication skills to a range of audiences including active listening and negotiating, ability to identify verbal prompts and develop rapport
  • Ability to prioritise workloads and meet deadlines
  • Welcome continuous improvement in your own and others work
  • To challenge discrimination and uphold equality and diversity principles


  • Ability to travel across the County
  • Knowledge of Universal Credit
  • Experience of working with teams across a wide area and remote supervision
  • Citizens Advice Advisor qualification, or equivalent

The Charity

Citizens Advice in West Sussex (North, South, East) (CAWS) is a registered charity and part of the national Citizens Advice Network. We operate with the twin aims of the Citizens Advice service; providing advice people need for the problems they face, and working to improve the policies and practices that affect people’s lives.  The service we provide is free, independent, confidential and impartial advice to everyone on their rights and responsibilities.  We value diversity, promote equality and challenge discrimination.

CAWS delivers a range of advice services, funded by local and national contracts.  We work in partnership with a range of stakeholders (including the local authority, Macmillan, Shelter, the Probation Service and various Housing Associations).

Citizens Advice experience is not a requirement for this post, although an understanding of the service is desirable.

Please use the person specification found within the Job pack to guide your responses in the application form.

Job details

LocationCrawley with Travel
Hours37 hours
Salary£22 - £25k per annum, depending on experience
Contract typeFixed term to March 2021, likely to extend beyond
Closing Date9 am 23rd October 2020, Please note we reserve the right to close this vacancy early if a suitable applicant has been found.
Interview Date27th October 2020

Application pack

Find out more about volunteering

“Volunteering is such a fantastic experience, and everyone here makes me feel that what I do is appreciated.”