Information and Advice Advisor in Lancaster

Overview

Information and Advice Advisor

Job Ref: I&A001

Term: Fixed until 31/10/27

Location: One of Age UK Lancashire offices

Hours: Flexible between 28-35 hrs per week

Salary: FTE £24000.00

Closing Date: 23/9/25 - Early applications are welcomed.

Benefits

• Holiday entitlement payment of 25 days per year, increasing with length of service, plus Bank Holidays (pro rata)
• Company Sick pay (after probation).
• Company pension.
• Paid comprehensive training.
• Inclusive and friendly working culture.
• Employee Assistance Programme
• Access to Blue Light discount card and other charity worker discounts

The Service

The Information & Advice service is delivered across Lancashire offering support to approximately 2,300 older people with issues relating to welfare benefits, social care, housing, energy efficiency and scams awareness, every year.

The Job

As an adviser, your role is to support clients to identify any unclaimed benefit entitlements, help with completion of claim forms, and complete wellbeing assessments.

You will be responsible for ensuring clients are aware of their rights and deliver the high-quality service using the most appropriate method, either via telephone, office-based appointments or home visits.

As well as advice, you will be expected to signpost and refer clients appropriately (internally and externally) following agreed procedures and maintain accurate case records to ensure continuity of advice, information retrieval, statistical monitoring, report preparation and quality checking.

You will need to have a flexible approach and may be required to provide general, day to day operational support to the Information & Advice Team, including working with volunteers.

You will ensure all work meets the Advice Quality Standards and Identify and escalate specific issues for more specialist advice within the I&A team.

Welfare Benefit knowledge is essential, specifically relating to Pension Age benefits and you should have a good understanding of the needs of older people.

You should have recent experience of delivering information and/or advice to the public, preferably older people, and will have a good understanding of the skills and techniques used in interviewing clients by telephone, as well as face to face.

We are looking for a confident communicator with the ability to talk to groups of people in informal and semi-formal settings. Excellent communication skills, both written and verbal are essential for this role.

You should be able to work as part of a team, have the ability to remain calm and take a problem-solving approach to address challenges.

You should be competent in the use of IT systems and Programmes, including Microsoft office Excel and Word, CRM systems (such as Charity Log)

Excellent time management skills are essential and you will be expected to prioritise your work to ensure deadlines are met and targets reached.

This role may involve a considerable amount of travel around Lancashire, so use of a car is essential.

Your office location will depend on where you live. Some home working is possible, though much of this role will be community based.

To Apply

A full job description and application form can be downloaded from the Age UK Lancashire website: https://www.ageuk.org.uk/lancashire/get-involved/work-for-us/ageuklancashireadviceandinformationadvisor/

Please refer to the job description when completing your application, demonstrating your skills and suitability for the role.

Working at Age UK Lancashire

As a charity we pride ourselves on supporting local older people in Lancashire to live their best later lives and ensure that every penny spent contributes toward our Vision, Mission and Aims.

Age UK Lancashire have a vision where those in later life can make positive contributions to the communities they live in, make informed choices, and retain their independence and wellbeing.

• The nature of this post will require travel across the area. A Full Driving Licence, appropriate Insurance cover and use of a suitable car are essential. Travel expenses will be paid for all work-related journeys.
• DBS: This post is eligible for an enhanced DBS check at time of appointment; all the associated costs will be met by the employee.
• This role is not eligible for UK Visa Sponsorship - the successful applicant will need to have a pre-existing Right to Work in the UK in order to be offered an employment contract.