Welcome to arenaflex
arenaflex is a leading organization dedicated to providing exceptional support and advice to individuals navigating the complex world of welfare benefits. As a champion of social justice and equality, we recognize the importance of empowering people with the knowledge and resources they need to thrive. Our team of dedicated professionals is passionate about delivering high-quality services that make a real difference in the lives of our clients. We are now seeking a part-time Help to Claim (HTC) Telephone and Webchat Adviser to join our dynamic team, working from the comfort of their own home, anywhere in the UK.
About the Role
We are looking for a highly skilled and compassionate individual to provide expert advice and guidance to first-time Universal Credit claimants. As a HTC Telephone and Webchat Adviser, you will play a vital role in helping claimants navigate the benefits system, providing practical advice and support to ensure they receive their correct benefit payments. Your exceptional communication skills, both written and verbal, will enable you to deliver high-quality advice via incoming calls and webchat, using our state-of-the-art telephony and dual webchat channels.
Your key responsibilities will include:
- Providing expert advice and guidance to first-time Universal Credit claimants on benefit calculations and entitlements
- Delivering high-quality support via incoming calls and webchat, using our telephony and dual webchat channels
- Recording all advice and interactions on our Casebook system, ensuring accurate and up-to-date records
- Working collaboratively with our quality team to ensure the highest standards of advice and support are maintained
- Participating in ongoing training and development to enhance your knowledge and skills in welfare rights and customer service
Essential Qualifications and Skills
To be successful in this role, you will need to demonstrate:
- Excellent communication and interpersonal skills, with the ability to empathize with clients and provide clear, concise advice
- Strong computer literacy, with experience of working with digital systems and software
- Ability to work independently in a fast-paced environment, with a strong focus on quality and attention to detail
- Some knowledge of delivering Citizens Advice Help to Claim or similar welfare benefits advice services (training is available for candidates with potential in phone and web-based customer services or welfare rights)
- Ability to work flexibly, with a willingness to adapt to changing priorities and deadlines
Preferred Qualifications and Skills
While not essential, the following qualifications and skills are desirable:
- Experience of working in a customer-facing role, with a strong focus on delivering high-quality service and support
- Knowledge of welfare benefits and entitlements, with a strong understanding of the Universal Credit system
- Experience of working with vulnerable clients, with a strong ability to empathize and provide sensitive support
- Ability to speak multiple languages, with a strong understanding of the needs and challenges faced by diverse communities
Career Growth and Development
At arenaflex, we are committed to supporting the growth and development of our team members. As a HTC Telephone and Webchat Adviser, you will have access to ongoing training and development opportunities, including:
- Comprehensive induction and training program, covering all aspects of the role and our services
- Regular coaching and mentoring, to support your ongoing development and growth
- Opportunities to attend external training and conferences, to enhance your knowledge and skills in welfare rights and customer service
- Clear career progression pathways, with opportunities to move into more senior roles or specialize in specific areas of our services
Work Environment and Company Culture
At arenaflex, we pride ourselves on our positive and inclusive company culture. As a home-based worker, you will be part of a dynamic and supportive team, with regular opportunities to connect with colleagues and managers via virtual meetings and online forums. Our values are built around:
- Empathy and compassion, with a strong focus on delivering high-quality support and advice to our clients
- Equality and diversity, with a commitment to promoting social justice and challenging discrimination
- Collaboration and teamwork, with a strong emphasis on working together to achieve our goals and objectives
- Continuous learning and improvement, with a focus on ongoing training and development to enhance our services and support
Compensation and Benefits
In return for your hard work and dedication, we offer a competitive salary of £17,556 per annum, pro rata, for 24 hours per week. You will also have access to a range of benefits, including:
- Flexible working hours, with a focus on work-life balance and employee well-being
- Opportunities for career growth and development, with a clear focus on progression and advancement
- Comprehensive training and support, to enhance your knowledge and skills in welfare rights and customer service
- A positive and inclusive company culture, with a strong emphasis on teamwork and collaboration
How to Apply
If you are a motivated and compassionate individual, with a strong passion for delivering high-quality support and advice, we would love to hear from you. To apply, please visit our website to download the full job pack and application form. We look forward to receiving your application and discussing this exciting opportunity further.
Please note that we reserve the right to close the application window early, in the event of a high number of applications. We are only able to provide feedback to candidates who have attended our interview and assessment.
arenaflex is an equal opportunities employer, committed to promoting diversity and challenging discrimination. We welcome applications from people of all backgrounds and look forward to receiving your application.
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