At a Glance
- Tasks: Be the first point of contact for older people seeking support and guidance.
- Company: Age UK Bromley & Greenwich, a charity dedicated to supporting older people.
- Benefits: Generous annual leave, pension scheme, and 24/7 employee support.
- Other info: Join a supportive team with opportunities for training and development.
- Why this job: Make a real difference in the lives of older people and their families.
- Qualifications: Experience in customer service, strong communication skills, and empathy.
The predicted salary is between 25185 - 30000 £ per year.
Age UK Bromley & Greenwich is an independent local charity supporting older people across both boroughs. We work to enable, support and connect older people, promote independence and wellbeing and ensure their voices are heard. We are looking for an Information & Advice Triage Worker to be the first point of contact for older people, carers and their families seeking support.
About the role
This role is central to our Information & Advice service. You will provide high-quality initial information and guidance, assess urgency and risk, and ensure people are directed quickly and appropriately to advice services, support services or partner organisations. You will often be the first person someone speaks to, so a calm, empathetic and professional approach is essential.
Key responsibilities
- Act as the first point of contact for enquiries, mainly by telephone, with some face-to-face and email contact
- Provide accurate information on issues affecting older people including benefits, housing, care, health and local services
- Carry out structured triage to identify needs, priorities and risks
- Manage expectations clearly and sensitively
- Identify safeguarding concerns and follow organisational procedures
- Make timely referrals to internal services and external partners
- Maintain clear professional boundaries while offering a warm, person-centred response
- Record all contacts accurately and promptly on the organisation’s CRM system
- Maintain clear, concise and professional case notes
- Ensure confidentiality, consent and data protection requirements are met
- Work closely with advisers, service coordinators and partner agencies
- Take part in team meetings, supervision and training
- Keep knowledge up to date on welfare benefits, services and local provision
- Promote Age UK Bromley & Greenwich services positively and professionally
About you
Essential
- Experience in frontline information, advice, triage or high-volume customer contact work
- Confidence handling calls from people who may be distressed, anxious or frustrated
- Strong listening and questioning skills
- Ability to assess urgency and risk and take appropriate action
- Clear verbal and written communication skills
- Experience using a CRM or case management system
- Good general IT skills including email and Microsoft applications
- Understanding of confidentiality, safeguarding and professional boundaries
- Awareness of issues affecting older people and carers
- Commitment to equality, diversity and inclusion
- Empathy, patience and a non-judgemental approach
Desirable
- Experience in the voluntary sector or health and social care
- Knowledge of welfare benefits, housing or adult social care
- Experience of face-to-face advice or reception-based work
- Knowledge of local services in Bromley or Greenwich
What we offer
- 27 days annual leave plus bank holidays (pro rata), including two days over Christmas
- Pension scheme with 5% employee and 3% employer contributions
- Employee Assistance Programme offering 24/7 support
- Supportive team environment with training and development opportunities
If you want to play a vital role in helping older people feel heard, supported and confident accessing the right help, we would love to hear from you.
Locations
Information & Advice Triage Worker in Bromley, London employer: Age UK Bromley & Greenwich
Age UK Bromley & Greenwich is an exceptional employer dedicated to supporting older people in the community. With a strong focus on employee wellbeing, we offer generous annual leave, a robust pension scheme, and a supportive team environment that fosters professional growth through training and development opportunities. Working with us means being part of a compassionate organisation where your contributions make a meaningful impact on the lives of those we serve.
Contact Details:
Age UK Bromley & Greenwich Recruitment Team
