Information & Advice Support Officer

The role also includes a range of administrative duties and would suit someone with excellent communication and organisational skills, strong attention to detail, and a genuine commitment to helping older people access the support and services they need. Staff benefits include:

• Employee Assistance Programme, Summary of Post: To support clients in accurately completing application forms, with a particular focus on disability benefits. The postholder will work closely with clients to identify any additional needs and ensure they receive appropriate information, guidance, and signposting to relevant services. The role also includes undertaking a range of administrative duties to support the effective delivery of the Information & Advice (I&A) service. Client support will be delivered primarily by telephone, with home visits and appointments in community-based settings undertaken where necessary., 1. Support clients to accurately complete paper and online application forms, including those for the Department for Work and Pensions and Local Authorities, ensuring key dates are identified and acted upon to maximise a clients outcome.

1. Process referrals and enquiries into the I&A service, including completing disability benefit screening questionnaires to identify likely eligibility and gathering a clients financial information to support Advisors complete benefit checks.
2. Maintain up-to-date knowledge of relevant internal and external services to provide clients, their carers or families with clear, accurate and appropriate information and signposting across a range of local and national issues.
3. Follow up on claims in a timely manner to confirm outcomes, accurately update relevant database fields and spreadsheets, as well as identify and escalate any actions to be completed by an Advisor.
4. Work within the framework of Age UK quality standards, following established I&A policies and procedures.
5. Maintain accurate and up-to-date client records on the customer database and ensure appropriate client consent is obtained.
6. Manage own appointment schedule.
7. Actively seek and record client feedback, to support service improvement, monitor satisfaction levels and complete case studies.
8. Provide training, support and supervision where required for volunteers within the I&A department.
9. Periodically represent Age UK at community information events across Coventry or Warwickshire.
10. Provide general administrative support to the I&A team, including but not limited to, responding to emails, letter writing, photocopying, booking appointments and stationery ordering.
11. To undertake appropriate training and personal development as required for the role and attend team and supervision meetings.
12. Ensure all personal data is processed in accordance with the GDPR policy and procedure.
13. To adhere to all Age UK Coventry & Warwickshire policies, with particular reference to staffing, health & safety, safeguarding and equality.
14. To portray a positive image of the organisation, both internally and externally.

15. To undertake such other duties as may be reasonably required, consistent with the nature and grade of the post. All staff have an individual responsibility to comply with the organisations policies and practices. A regular DBS check is a requirement of this role. Job description, 1. Support clients to accurately complete paper and online application forms, including those for the Department for Work and Pensions and Local Authorities, ensuring key dates are identified and acted upon to maximise a clients outcome.

16. Process referrals and enquiries into the I&A service, including completing disability benefit screening questionnaires to identify likely eligibility and gathering a clients financial information to support Advisors complete benefit checks.
17. Maintain up-to-date knowledge of relevant internal and external services to provide clients, their carers or families with clear, accurate and appropriate information and signposting across a range of local and national issues.
18. Follow up on claims in a timely manner to confirm outcomes, accurately update relevant database fields and spreadsheets, as well as identify and escalate any actions to be completed by an Advisor.
19. Work within the framework of Age UK quality standards, following established I&A policies and procedures.
20. Maintain accurate and up-to-date client records on the customer database and ensure appropriate client consent is obtained.
21. Manage own appointment schedule.
22. Actively seek and record client feedback, to support service improvement, monitor satisfaction levels and complete case studies.
23. Provide training, support and supervision where required for volunteers within the I&A department.
24. Periodically represent Age UK at community information events across Coventry or Warwickshire.
25. Provide general administrative support to the I&A team, including but not limited to, responding to emails, letter writing, photocopying, booking appointments and stationery ordering.
26. To undertake appropriate training and personal development as required for the role and attend team and supervision meetings.
27. Ensure all personal data is processed in accordance with the GDPR policy and procedure.
28. To adhere to all Age UK Coventry & Warwickshire policies, with particular reference to staffing, health & safety, safeguarding and equality.
29. To portray a positive image of the organisation, both internally and externally.
30. To undertake such other duties as may be reasonably required, consistent with the nature and grade of the post. All staff have an individual responsibility to comply with the organisations policies and practices. A regular DBS check is a requirement of this role.

• Experience of completing documentation where attention to detail is essential.
• Experience working directly with the public, such as in health/social care, finance, local authority or information provision settings.
• Communicate effectively both written and verbally, including active listen skills & the ability to adapt communication style.
• Good IT skills, including experience with CRM systems and Microsoft packages including Word, Outlook, and Excel.
• Full driving licence with access to own transport and ability to across Coventry & Warwickshire.
• Commitment to equality of opportunity.
• Ability to work flexibly within a team or on own initiative.
• Strong organisational skills including ability to prioritise workload.
• Empathetic & non-judgemental.

Desirable

• A good understanding of the needs and issues affecting older people &/or people with physical disabilities.

Qualifications Desirable

• GCSE Grades A-C or equivalent in English and Maths.

Person Specification Experience Essential

• Experience of completing documentation where attention to detail is essential.
• Experience working directly with the public, such as in health/social care, finance, local authority or information provision settings.
• Communicate effectively both written and verbally, including active listen skills & the ability to adapt communication style.
• Good IT skills, including experience with CRM systems and Microsoft packages including Word, Outlook, and Excel.
• Full driving licence with access to own transport and ability to across Coventry & Warwickshire.
• Commitment to equality of opportunity.
• Ability to work flexibly within a team or on own initiative.
• Strong organisational skills including ability to prioritise workload.
• Empathetic & non-judgemental.

Desirable

• A good understanding of the needs and issues affecting older people &/or people with physical disabilities.

Qualifications Desirable

• GCSE Grades A-C or equivalent in English and Maths.

• Blue Light Discount Card
• Age UK Discount Portal
• Tickets for Good
• 27 days annual leave + Bank Holidays (Pro Rata)

We’re a local charity working in the community to support older people, their families and carers.