Online Community Adviser (Benefits)

Job description

Role purpose:

Deliver accurate information and advice on disability benefits, as well as a range of other topics related to disability, via a forum-based online community. Create a positive and supportive experience for our disabled customers and their families by helping to facilitate meaningful connections. 

Main responsibilities and accountabilities: 

• Provide detailed and accurate disability benefits advice and information in response to customer queries.
• Work on the community, responding to discussions and providing advice and support to our members.
• Perform moderation tasks, such as moving, closing, and tagging discussions as well as responding to spam and reported posts.
• Carry out thorough research, fact-check information and respond to questions on a range of topics related to disability with accurate information.
• Closely work with the community team on community strategy, process development and ongoing projects or tasks where required. 
• Regularly prepare and deliver trainings to the wider community team on key benefit processes and relevant updates.
• Work to safeguard our most vulnerable customers.

Internal contacts

• Community team, including volunteers and advisers (staff and external) 
• Helpline, Content Design, and all other services
• Cross department including, Digital, Research and Marketing colleagues  

External contacts

• Peers within charitable sector, particularly information providers 
• Co-production groups 

Person specification 

Knowledge and experience

Essential

• Worked as a benefits adviser and have up-to-date knowledge of disability benefits
• Good knowledge and understanding of benefit assessment processes, appeals and related legislation
• Experience of performing thorough research and answering broad queries
• Understanding of the importance and application of Plain English
• Experience of managing multiple and conflicting priorities

Desirable

• Lived experience of disability
• Worked within an information and advice environment (e.g. helpline or advice forum)
• Experience of moderating an online community or forum 
• Demonstrable understanding of the social model of disability  

Skills and competencies

• Excellent written English, spelling, and grammar  

• Methodical and consistent, with excellent attention to detail  

• Highly computer literate  

• Works proactively and with initiative