At a Glance
- Tasks: Be the first point of contact for older people seeking support and guidance.
- Company: Join Age UK Bromley & Greenwich, a charity dedicated to empowering older individuals.
- Benefits: Enjoy 27 days annual leave, a pension scheme, and 24/7 employee support.
- Other info: Work in a supportive team with opportunities for training and personal growth.
- 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 are essential.
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.
Information & Advice Triage Worker in 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 pension scheme, and a supportive team environment that fosters professional growth through training and development opportunities. Join us in making a meaningful impact while enjoying a fulfilling work culture that values empathy and inclusivity.
Contact Details:
Age UK Bromley & Greenwich Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Information & Advice Triage Worker in London
✨Dive into Local Community Groups
Social work thrives on community connections, so get involved in local groups or forums specific to your interests. Whether it’s volunteering at local shelters or joining community action boards, these are great ways to boost your visibility and make direct contacts that could lead to opportunities like the one at Age UK Bromley & Greenwich.
✨Attend Social Work Events and Workshops
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✨Showcase Your Passion and Expertise
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✨Leverage Your Network
Don’t hesitate to reach out to professors, mentors, or even past colleagues who are in social work. They might have inside knowledge about openings at Age UK Bromley & Greenwich or be able to connect you with someone who’s hiring. Networking is key, especially in a full-time role where relationships matter.
We think you need these skills to ace Information & Advice Triage Worker in London
Some tips for your application 🫡
Show Your Passion for Social Work:In your cover letter, let us see your passion for social work shine through! Talk about the experiences that made you want to pursue this career—whether it’s volunteering, personal experiences, or academic projects. We want to know why this field matters to you.
Emphasise Relevant Qualifications:Make sure your CV highlights any relevant qualifications, like degrees in social work or certifications like a DBS check. If you've done any workshops or training, don’t forget to include those as well. We're keen to see your commitment to your professional development!
Detail Your Experience with Clients:Since this is a hands-on field, detailing any direct experience you have with clients is crucial. Whether it's internships, volunteer roles, or previous jobs, highlight those experiences in your CV to show us you've got the practical skills necessary for the job!
Tailor Your Application to Age UK Bromley & Greenwich:Before hitting send, make sure to tailor your application specifically to Age UK Bromley & Greenwich! Research our mission and values, and refer to them in your cover letter. This shows us that you understand our work and are genuinely interested in being a part of our team!
How to prepare for a job interview at Age UK Bromley & Greenwich
✨Understanding the Role of Empathy
In social work, understanding and demonstrating empathy is key. Be prepared to share personal experiences or scenarios where you effectively showed compassion and support. This helps show that you genuinely care about the well-being of others, which is crucial in social work.
✨Demonstrating Knowledge of Frameworks
Familiarise yourself with the frameworks and models used in social work, such as the Strengths-Based Approach or the Ecological Perspective. Be ready to discuss how these frameworks apply to your work, especially if you can tie them into real-world examples or case studies you've encountered.
✨Showcasing Your Multi-Disciplinary Skills
In a full-time social work role, you'll often collaborate with healthcare professionals, educators, and law enforcement. Be prepared to describe your teamwork experiences and how you've effectively communicated with other disciplines to achieve the best outcomes for clients.
✨Preparing for Scenario-Based Questions
Expect questions that put you in hypothetical social work situations, such as dealing with a crisis or managing a complex case. Think through your thought process for these scenarios beforehand, considering how you'd assess the situation and what steps you'd take, as this demonstrates your critical thinking and problem-solving abilities.
