Help to Claim (HTC) Telephone and Webchat Adviser - April 2026

About the role

We are looking for a HTC Telephone and Webchat Adviser 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.

Hours: 36.25 hours per week

(Working hours between 8:00 and 18:00 Monday-Friday)

Salary: FTE £27,607.00

Pro rata: Yes

Contract to: Fixed term until 31st March 2027

Responsible to: Advice Services and Quality Manager

Applications close: Monday 13th April 2026 at 5pm

We expect to short-list and contact candidates before Wednesday 15th April and arrange interviews using Microsoft Teams. Please inform us if you require alternative interviewing media, or whether you require a face-to-face interview.

In the event of a high number of applications, we reserve the right to close the application window early. We are only able to provide feedback to candidates that have attended our interview and assessment.

To apply, please download the full job pack and application form.

We will not accept CVs for this role and as these positions tend to be very popular, may close for applications before the closing date.

If you have any questions, please send an email to [email protected]

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.

Downloads:

Job Pack

Application Form/Diversity Monitoring Form

Cover Letter

Job Advert