Part‑Time Help‑to‑Claim Telephone & Webchat Adviser – Remote (UK) – 24 hrs per week, Fixed‑Term to March 2025

Why Join arenaflex?

At arenaflex we are dedicated to empowering people across the United Kingdom to navigate the complex world of welfare benefits. Our mission is to provide clear, compassionate, and accurate advice that helps claimants move from uncertainty to financial stability. As a leading remote‑first organisation in the public‑service sector, arenaflex combines cutting‑edge technology with a supportive community of advisers, ensuring that every interaction makes a tangible difference in people’s lives.

Working from home does not mean working in isolation. Our advisers are part of a vibrant, collaborative network that spans the length and breadth of the UK. Whether you are based in a bustling city or a quiet rural town, you will have access to continuous professional development, mentorship, and a culture that values diversity, inclusion, and personal growth.

Role Overview

The Part‑time Help‑to‑Claim (HTC) Telephone & Webchat Adviser role is a fixed‑term position (until 31 March 2025) offering 24 hours of work per week. You will be the first point of contact for individuals applying for Universal Credit for the first time, guiding them through “better‑off” benefit calculations and practical steps required to secure their initial payment. Your advice will be delivered via inbound telephone calls and live web‑chat sessions, recorded in our case management system, and quality‑checked by both local and national teams.

Key Responsibilities

• Answer inbound telephone calls and web‑chat queries from first‑time Universal Credit claimants with a confident, empathetic, and solution‑focused manner.
• Conduct thorough needs assessments, identify eligibility criteria, and calculate “better‑off” benefits accurately.
• Provide clear, step‑by‑step guidance on completing claim forms, gathering supporting documentation, and navigating the online portal.
• Record every interaction in Casebook, ensuring data integrity, confidentiality, and compliance with arenaflex’s quality standards.
• Escalate complex or sensitive cases to senior advisers or specialist teams in a timely and professional manner.
• Participate in regular supervision, team meetings, and performance reviews conducted via Microsoft Teams.
• Contribute to continuous improvement initiatives by sharing insights, suggesting process enhancements, and participating in quality assurance activities.
• Maintain up‑to‑date knowledge of welfare legislation, policy changes, and best practices through mandatory training and self‑directed learning.

Essential Qualifications & Experience

• Minimum of GCSE‑level proficiency in English (grade C/4 or above) or equivalent.
• Demonstrated computer literacy, including experience with web‑based case management systems, Microsoft Office, and remote communication tools.
• Previous experience delivering advice or support in a Citizens Advice Help‑to‑Claim, welfare rights, or similar charitable environment is highly desirable.
• Strong interpersonal skills with the ability to build rapport quickly over the phone or via chat.
• Excellent written communication skills, enabling you to convey complex information in a clear, concise, and jargon‑free manner.
• Ability to work independently, manage time effectively, and meet performance targets in a fast‑paced remote setting.
• Residency in the United Kingdom and eligibility to work in the UK.

Preferred Qualifications & Experience

• Formal training or certification in welfare advice, social work, or a related field.
• Experience using the Universal Credit online portal or similar digital claim platforms.
• Knowledge of the “better‑off” calculation methodology and its application to diverse claimant circumstances.
• Previous remote‑working experience, demonstrating self‑discipline and a productive home office setup.
• Familiarity with quality assurance processes and performance metrics in a call‑center environment.

Core Skills & Competencies

• Empathy & Active Listening: Ability to understand the emotional state of claimants and respond with genuine care.
• Analytical Thinking: Skill in interpreting policy guidelines and translating them into actionable advice.
• Problem‑Solving: Quickly identify obstacles and propose practical solutions to move claimants forward.
• Communication: Clear articulation over the phone and precise written responses in chat.
• Resilience: Maintain composure and professionalism when handling challenging or high‑volume interactions.
• Technology Savvy: Comfortable navigating multiple software platforms simultaneously while maintaining data accuracy.
• Team Collaboration: Engage constructively with peers, supervisors, and quality teams to share best practices.

Training, Development & Career Progression

arenaflex is committed to investing in your professional growth. Upon joining, you will receive a comprehensive induction programme covering:

• Fundamentals of Universal Credit and the “better‑off” calculation process.
• Technical training on the Casebook system, telephony tools, and web‑chat platforms.
• Customer service excellence, call handling etiquette, and conflict resolution techniques.
• Ongoing legislative updates and refresher modules to keep your knowledge current.

Beyond the initial training, you will have access to:

• Monthly webinars hosted by senior policy experts.
• Mentorship programmes pairing you with experienced advisers.
• Opportunities to specialise in areas such as disability benefits, housing support, or digital inclusion.
• Pathways to permanent or senior advisory roles within arenaflex, including team leadership and policy development positions.

Work Environment & Culture at arenaflex

Our remote‑first model is built on trust, flexibility, and a strong sense of community. You will receive a fully equipped home‑office package, including a headset, webcam, and a stipend for ergonomic accessories. Regular virtual coffee breaks, peer‑recognition programmes, and an inclusive employee resource group network ensure you feel connected, valued, and supported.

arenaflex celebrates diversity and actively promotes an environment where every voice is heard. We adhere to a robust equality, diversity, and inclusion (EDI) framework, and we encourage applications from candidates of all backgrounds, abilities, and experiences.

Compensation, Perks & Benefits

• Salary: £17,556 per annum (pro‑rated for part‑time hours).
• Flexible Working Hours: Choose shifts between 08:00 – 18:00, Monday‑Friday, to suit your personal commitments.
• Paid Annual Leave: Pro‑rated holiday entitlement in line with UK statutory requirements.
• Pension Scheme: Employer‑contributed pension plan.
• Professional Development Allowance: Annual budget for courses, certifications, or conferences.
• Well‑being Support: Access to an employee assistance programme, mental‑health resources, and virtual fitness classes.
• Technology Package: Home‑office equipment, high‑speed internet subsidy, and software licences.
• Recognition & Rewards: Quarterly performance bonuses and peer‑nominated awards.

Application Process

We aim to begin short‑listing candidates by 30 September. The selection process includes a virtual interview via Microsoft Teams, followed by a brief assessment of your written communication skills. If you require alternative interview arrangements, please let us know in your application.

To apply, please download the full job pack and application form from our website:

https://www.arenaflex.org.uk/get-involved/work-with-us

Submit your completed application to [email protected]. Only candidates who attend an interview will receive feedback.

Equal Opportunity Statement

arenaflex recognises the positive value of diversity, promotes equality, and challenges discrimination. We welcome applications from people of all backgrounds, including those with disabilities, veterans, and members of under‑represented groups. Our recruitment processes are designed to be fair, transparent, and accessible.

Take the Next Step

If you are passionate about making a real difference in the lives of claimants, thrive in a remote‑first environment, and possess the communication skills to guide people through complex benefit processes, we want to hear from you. Join arenaflex today and become part of a purpose‑driven team that values your expertise, supports your growth, and celebrates your successes.

Apply Now – Become a Help‑to‑Claim Adviser at arenaflex