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Information & Advice Officer

We're excited to present a fantastic opportunity for an enthusiastic and experienced professional to join our busy information and advice team at Age Cymru West Glamorgan.

As part of our Advice Quality Standard (AQS) registered service, you'll play a pivotal role in providing high-quality, independent information and advice to older people and their carers across Swansea, Neath, Port Talbot, and Bridgend. Your contributions will be essential whether delivering support over the telephone, through email enquiries, or via face-to-face appointments and community events.

Recognising the breadth of this sector, we welcome candidates from diverse backgrounds and experiences, as we believe they bring unique value to our team. While proficiency in offering generalist information and advice is key, we also embrace specialists in relevant fields or experienced advisors who are yet to specialise. Essential qualities include demonstrated ability in managing advice caseloads, handling enquiries effectively, and possessing outstanding interpersonal skills. Above all, we're seeking passionate individuals who share our vision of positively impacting people's lives. If you're dedicated to making a meaningful difference, we invite you to join us in this rewarding opportunity.

The following responsibilities are provided to give a general idea of what is involved in the role; however, responsibilities may vary depending on the skills and experience of the successful candidate. If you have any questions or would like chat to someone about the role, please email Niamh at enquiries@agecymruwestglamorgan.org.uk.

  • Reporting to: Client Services Manager
  • Hours: 18 to 35 hours per week (Negotiable)
  • Salary: £12,337 - £25,425 (dependant on hours and experience)
  • Contract Type: Permanent
  • Start Date: ASAP
  • Location: Based at Age Cymru West Glamorgan, 250 Carmarthen Road, Swansea, SA1 1HG, with home working options and travel throughout the community.
  • Travel Expenses: 45p per mile
  • Annual Leave: 26 days pro rata and customary bank holidays
  • DBS: This role is subject to an Enhanced DBS with Adult Barring

Benefits:

  • 26 days paid leave + Bank Holidays.
  • Enhanced pension- up to six percent employer contributions.
  • Free access to 24/7 Employee Assistance Programme (includes counselling support, Financial Advice, Legal Advice etc)
  • Flexible working.
  • Competitive additional leave package including paid time off for special circumstances.
  • Numerous paid training opportunities available.

Our Vision

  • Our vision is that everyone in Swansea, Neath Port Talbot, and Bridgend is able to age well and love life.

Our Mission Statement

  • Age Cymru West Glamorgan is a local charity that delivers trusted, quality assured and person-centred support that promotes well-being and empowers people to age well.

Our Values

Age Cymru West Glamorgan’s values are to ensure that we C.A.R.E

  • Centred - We put our clients at the heart of everything we do, ensuring our services are relevant and appropriate.
  • Adaptive - We see the individual, delivering person centred, quality assured and outcome focused services.
  • Responsive - We listen, learn and take action based on feedback.
  • Efficient - Donations are a gift; we constantly strive for efficiency and effectiveness to make sure nothing is wasted 

Key Responsibilities

  • To embrace the organisations values and culture of freedom and responsibility, working together as a team to achieve our vision whilst keeping our clients at the heart of everything we do.
  • To contribute to the provision of a high quality, independent Information and Advice Service throughout Swansea, Neath Port Talbot and Bridgend.
  • To actively listen and accurately identify the needs of clients, ensuring they feel heard and understood.
  • To identify appropriate solutions that will suit the clients’ individual needs, through the provision of signposting, information and/or advice.
  • To be flexible in your approach to providing information and advice moving from over the phone, online, face to face, home visits and community outreach as needed.
  • To provide effective information and advice on a wide range of subjects including (but not limited to) health and social care, housing and welfare benefits.
  • To act for the client where necessary by form filling, calculating, negotiating, drafting or writing letters and/or telephoning on their behalf.
  • To deal with a personal caseload of client enquiries and maintain accurate records following the charity’s procedures using our digital CRM system, Charity Log.
  • To ensure that all work conforms to Age Cymru West Glamorgan systems and procedures.
  • To maintain client confidentiality and adhere to GDPR procedures.
  • Identify any safeguarding concerns and follow the relevant procedures to ensure correct action is taken.
  • To assist with telephone enquiries, administrative tasks and take referrals into our services as needed.
  • To actively promote the service and maintain community links by attending events and network meetings across the area to increase awareness of our services.
  • Be willing and able to work and travel within Swansea, Neath Port Talbot or Bridgend as and when needed.
  • To act as an ambassador for Age Cymru West Glamorgan, its work and the Information and Advice Team when needed at external events, networking meetings and similar.
  • To undertake any other duties as may be requested from time to time by the Line Manager including attendance at occasional out-of-hours events.

Personal Specification

Below we have outlined our personal specifications for this role. Please note, we recognise that the Information and Advice sector is very broad and as such candidates may have experiences or qualification’s that do not meet the below exactly. We are keen to hear from such candidates and are happy to answer any queries in advance on an application, just get in touch for an informal discussion.

At Age Cymru West Glamorgan we recognise that formal education is not for everyone, we value work experience in line with our Equality and Diversity statement for this role.

Technical Competence

  • Confidence using new IT system including cloud-based CRMs.  
  • Fully IT literate with an interested in using new technology to improve efficiency/performance.

Essential knowledge and experience

  • Experience providing information and advice in a professional environment.
  • Experience effectively managing a demanding and ever-changing caseload.
  • Understanding and commitment to the principles of safeguarding adults.
  • Understanding of the needs of clients with disabilities.
  • Understanding of the changing needs of older people.
  • Understanding of the needs and pressures of unpaid carers.

Desirable knowledge and experience (not essential)

    • Experience working in an Advice Quality Standard registered service.  
    • Experience of working within the Third Sector. 
    • Level 3 NVQ in Advice and Guidance or similar.
    • Ability to research information and/or solutions on more complex enquires.
    • Experience working with or supervising volunteers.

Specific/expertise in one of the following areas would be advantageous:

  • Housing
  • Advocacy
  • Health and social care
  • Welfare benefits
  • Consumer rights
  • Human rights

Skills and Abilities

      • Highly driven to meet the needs of our clients. 
      • Very comfortable embracing change.  
      • Highly organised. 
      • Excellent communication skills both verbally and in writing, along with the ability to adapt communication as needed.
      • Excellent interpersonal skills. 
      • Effective time management skills. 
      • Ability to operate effectively as part of a team and on own initiative. 
      • Ability to be self-reliant and to portray a professional image always. 
      • Ability to be flexible.  

Commitment to Equal Opportunities

      • A commitment to an effective understanding of and compliance with the organisations Equal Opportunities Policies and Practices.  

Welsh Language

      • The ability to speak Welsh is highly desirable.

Commitment to Continuous Professional Development

      • To undertake further training and development in-line with the needs of the developing role

Method of Travel

      • Full UK Driving License and access to a reliable vehicle with the ability to travel throughout the area is essential.

Closing date for applications:

      • 25th of March 2024.

Please note that we reserve the right to close applications early if we receive a high number of submissions.

In person interviews will take place during the week commencing 1st April.

Apply online here