Job Description

An exciting opportunity to join our Information and Advice Service

Age UK Hertfordshire is an independent local charity working to improve the lives of older people. We care passionately about supporting older people and are looking for an Information and Advice Service Support Assistant who share our aims.

You will support the team to deliver a fast and efficient Information and Advice Service to older people across Hertfordshire, both by telephone and online.

The role involves working at our head office in Hertford during training and then moving to hybrid working.

Your responsibilities:

Support with the maintenance of the information and advice IT systems in line with policy and working in partnership with colleagues. Establish and maintain a basic, general information manual about all subjects relevant to older people , ensuring it it is easily accessible. Manage the voicemail and email inbox, responding to basic enquiries, and arranging call backs for more complex needs as necessary. Ensure that all information given to enquirers is accurate, current and in a style which is accessible and usable to a wide range of people. Ensure that referrals to supporting organisations are made in a timely manner. Respect the confidentiality of clients and their rights to make their own decisions Maintain a monitoring service for the organisation by collecting statistical information about callers and enquiries to allow for development and evaluation of the service. Supply information to affiliated groups and external organisations. Work with other members of staff to identify the information needs of the older people of Hertfordshire and how to improve the availability of this material. Liaise with other voluntary, and statutory organisations, to help provide a comprehensive information and advice service for the community Become familiar with, and utilise, all the resources available from Age UK National. Attend training, team meetings and one to ones as advised by the service manager. Carry out other relevant work as agreed with the service manager. Work occasional evenings or weekends for which time off in lieu will be given.

Your skills:

Experience of providing a service to the public Good written and spoken communication skills An understanding of the needs of older people Good understanding of dementia and mild cognitive impairment The ability to deliver information and advice A high standard of computer literacy to include the use of databases, word and email. Good organisational skills
This is a rewarding role where you'll directly impact the lives of local older people and you will be joining a committed and supportive team.

We also offer

Training and development Contributory pension scheme Travel expenses Health care plan after an initial qualifying period.

TO APPLY

Submit your CV and a supporting statement telling us how your skills match the person specification.

Closing date: noon, Friday 13 June 2025

Interviews: Thursday 19 June (pm) and/or Friday 20 June 2025

Please see Age UK Hertfordshire's website for further information.

Why work for us?

At Age UK Hertfordshire, we know that our dedicated employees are our biggest asset, so we've adopted a culture of support and wellness as we understand that our workforce are representative of our values.

As an employee of Age UK Hertfordshire, as well as gaining the satisfaction of knowing that you're making a difference to the lives of older people in the local community, we believe in rewarding our employees to reflect the contribution that you bring to the organisation.

In return for your dedication and commitment to us, we can offer:

- A generous employer pension contribution scheme to help prepare you for later life

- An incremental holiday allowance up to 30 days per year, plus bank holidays and an additional 3 days per year between Christmas and New Year

- A health cash plan, which offers money back on health and therapy appointments, free counselling sessions, a 24-hour advice line, plus much more (on completion of probation period)

- Generous company sick pay (on completion of probation period)

- Access to ongoing internal and external training and development, to support both your professional and personal development

- Mandatory Mental Health Awareness and Equality & Diversity training as standard for all employees

- An approachable team, with a listening and supportive culture and a focus on positive staff engagement and wellness

Job Types: Full-time, Permanent

Pay: 24,108.00 per year

Benefits:

Company pension Sick pay
Schedule:

Monday to Friday
Work authorisation:

United Kingdom (required)
Work Location: Hybrid remote in Hertford SG14 1PL

Application deadline: 13/06/2025