Job opportunities
Job Title: Information & Advice Officer
Job Location: Age UK HB&W Office in Herne Bay with visits to
Clients homes in Whitstable and Herne Bay.
Reporting to: Age UK HB&W Head of Client Services
Responsible to: The Chief Officer
Hours of Work: Full time, Mon-to Fri (8.30a.m. to 4.30p.m.)
Includes a 30-minute unpaid lunchbreak.
Salary: £27,366.71 (per annum). Employee Assistance Program,
Blue Light Card and Age UK discount schemes.
ABOUT THE ORGANISATION
Age UK Herne Bay & Whitstable is an independent local charity supporting older people across Herne Bay & Whitstable and the surrounding villages. We provide broad ranging services designed to Improve wellbeing, enhance independence and tackle loneliness and isolation. We work in collaboration with statutory and voluntary sector partners in order to maximise impact and reach. Our friendly and committed staff team are supported by around 230 volunteers who are the lifeblood of our organisation.
PURPOSE OF JOB
Our Information & Advice service is a central part of our organisation. The Information & Advice Officer, supported by a team of volunteers provide free and confidential information & advice to older people in Herne Bay and Whitstable on a range of issues. The post holder will be responsible for overseeing the services to older people approaching Age UK Herne Bay & Whitstable for information, advice and support and to ensure that they are provided with an appropriate service in-house or suitably referred on.
The main area of support is to claim welfare benefits and other financial support- but also includes a range of other issues such as accessing care and support, independent living solutions and assistance with paperwork and housing issues. The post holder will also be responsible for working collaboratively with The Operations Manager to ensure the effective and efficient operation of the information service delivered by our reception team.
MAIN DUTIES AND RESPONSIBILITIES
- To provide information & advice on a wide range of queries over the phone by email and in person.
- To triage referrals appropriately.
- To carry out eligibility checks and welfare benefit calculations
- To assist with the completion of relevant claim forms and ensure financial information is accurate and verified.
- Carry out home visits when necessary.
- Take a holistic approach by signposting/ referring older people to other support and services that may be of benefit.
- To go “above and beyond” for the older people who contact us, to ensure they get the support they need and more - following the “make every contact count” initiative.
Management of volunteers
- To monitor and manage caseloads, allocate work to volunteers ensuring that work is purposeful, targets are clear and caseloads are manageable.
- To manage volunteers in line with Age UK's policies and guarantee the efficient and effective operation of the Information & Advice Service, ensuring cover at time of absence.
- To develop the role of volunteers involved in delivery of the information and advice service.
Quality
- To ensure that the post holder and advice team work to sound professional standards that meet the Age UK I&A Quality Programme benchmarks and thus conform to the requirements of the Advice Quality Standard, and Age UK Herne Bay and Whitstable’s policies and procedures. To keep informed of developments in benefits, community care, housing options and other issues relating to older people, including attendance at training and updating events, and to ensure that the team is appropriately informed.
- To ensure that, at all times, team members adhere to the principles of good customer care, ensuring that feedback from clients is received, analysed and considered on a regular basis, and to be involved in arranging more formal service evaluations.
- To be responsible for compiling and presenting monthly and quarterly reports (statistical and narrative- case studies) for internal and external reporting purposes and other reports as required, making use of IT and attending monitoring meetings.
- To ensure that records are maintained to meet quality standards and in accordance with the Data Protection Act and General Data Protection Regulations.
Public relations
- To give talks and presentations to statutory and voluntary agencies and groups to promote Information & Advice and more generally the profile of Age UK Herne Bay & Whitstable in the region.
- To represent Age UK Herne Bay & Whitstable at meetings and conferences as appropriate.
- To work with other Age UK Herne Bay & Whitstable staff in the updating and dissemination of publicity material.
General requirements
- To attend staff meetings and join working parties and project groups as appropriate.
- To engage in supervision and appraisals.
- To implement Age UK Herne Bay & Whitstable’s Equality and Diversity Policy and ensure that equality and diversity principles are incorporated into the planning, delivery and monitoring of services.
- To work within core policies such as confidentiality and quality.
Other such duties as may be required that are consistent with the duties and responsibilities of the post.
| Experience | Essential (E)/Desirable (D) |
| Experience of working in an information, advice, and guidance setting | E |
| Experience of providing information and advice to older people, their relatives, and carers | D |
| Experience of completing welfare benefit eligibility checks and benefit calculations | E |
| Experience of completing benefit forms | E |
| Experience of taking welfare benefits claims to mandatory reconsideration stage | D |
| Experience of working with or managing volunteers | D |
| Experience of working within a customer focused environment, face to face or telephone | E |
| Experience of facilitating groups | D |
| Experience of following safeguarding processes and practices | D |
| Experience of Partnership working | D |
| Attributes & Competencies | |
| Excellent verbal and written communication skills |
E |
| Excellent listening skills and the ability to provide empathy and understanding | E |
| Ability to proficiently use Microsoft packages & CRM systems to a competent level | E |
| Awareness of key issues affecting older people at both individual and social levels | E |
| Ability to adapt communication styles to meet the audience | E |
| Able to work efficiently and effectively with a range of stakeholders forming productive and professional relationships | E |
| Self-motivated, organised with the ability to work to deadlines | E |
| Assertive and calm under pressure | E |
| Confident, clear, concise, and articulate use of language in presenting ideas verbally and in writing and speaking to groups | E |
| Understanding of and commitment to equality & diversity | E |
| A strong commitment to training and self-development. | E |
| To be a car driver and have access to a vehicle for use at work. Proof of appropriate insurance cover, including business use will be requested. | E |
| Awareness and understanding of the voluntary and community sector and inter-agency working. | E |
Closing date: Thursday, 24 Jul 2025
Job description
JOB TITLE: Community Meals Deliverer Driver- Working every other weekend
RESPONSIBLE TO: Business Administration Manager/Chief Officer
JOB SUMMARY: To assist in the delivery and serving of hot meals to older people in the community and collect payments as required.
HOURS OF WORK: 12.00 – 13.30pm Fridays, Saturdays and Sundays
HOURLY RATE: £ 12.21 per hour
SPECIFIC JOB DESCRIPTION:
- To collect meals from kitchen at prescribed time
- To deliver and serve up meals to clients according to the individual’s preference and pay attention to specific instructions as detailed on delivery list
- To carry out and record temperature monitoring checks as required.
- Listen to answerphone messages and act on them where necessary or leave written message for reception staff to action on their next working day.
- To collect payments for meals as requested, record monies and issue client with a receipt as per the organisation’s procedures.
- To ensure that all volunteers have returned safely from their meal deliveries.
- Be familiar with and follow emergency protocol when necessary.
- Use antibacterial wipes on all folders when they are returned.
- Place the following days run lists in the appropriate folder.
- To undertake training as required to include Food Hygiene Certificate and First Aid.
- To follow all Covid 19 precautions regarding testing as necessary.
- To observe the organisation’s policy on Health & Safety, Equal Opportunities and Confidentiality.
- To undertake other related duties when requested by management and to assist other staff members with their duties, covering holidays and sick leave.
- If required ensure the building is safe and secure when leaving and alarm is set.
Benefits:
- Discounted or free food
- On-site parking
Schedule:
- Day shift
Experience:
- Driving: 1 year (preferred)
Licence/Certification:
- Driving Licence (preferred)
