Information & Advice Adviser

Service: Information & Advice Service

Reference: I&A002

Location: Lytham St Annes or Padiham

Salary: £25753 FTE

Hours: 21-35hrs per week.

Fixed Term Contract until 31/07/2027

 About us 

Age UK Lancashire is a leading Charity, proudly delivering services to over 20,000 older people across Lancashire each year, we are dedicated to supporting and empowering older adults to live fulfilling and independent lives. 

We are committed to providing innovative and impactful services that address the evolving needs of older people in our community.  

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.
• You will maintain accurate case records to ensure continuity of advice, information retrieval, statistical monitoring, report preparation and quality checking.
• 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.

To be successful in this role you will need the following:

• A flexible approach as you may be required to provide general, day to day operational support to the Information & Advice Team, including working with volunteers.
• Welfare Benefit knowledge is essential, specifically relating to Pension Age benefits.
• A good understanding of the needs of older people.
• Recent experience of delivering information and/or advice to the public, preferably older people, and  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.
• The ability to work as part of a team,  to remain calm and take a problem-solving approach to address challenges.
• 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.

Where you will be working – Your office location will either be in Lytham St Annes or Padiham depending on where you live. Some home working is possible, though much of this role will be community based.

We know you will understand why we want to make sure we recruit the right person with the right skills, experience, and abilities to join our team, so it is important that you give us as much information as possible about what makes you the right person for this role on your application form.

What’s in it for you?

▪ Full training and comprehensive induction to ensure you have the support you need to succeed and thrive in your new role

▪ A friendly and inclusive culture

▪ 25 days annual leave increasing to 30 with length of service + bank holidays

▪ Workplace pension scheme

▪ Access to Employee Assistance Programme

▪ Financial wellbeing and planning support

▪ Staff discount card for hundreds of High Street shops and online services.

▪ Blue Light card eligibility

▪ Travel expenses will be paid for all journeys required for work, excluding travel from home to base.

DBS: This post is eligible for an enhanced DBS check and all the associated costs will be met by the employee.

Closing Date: Monday 29^th June 2026 (we will review applications as they arrive, so please apply early as we may close recruitment if a high volume of applications are received )

Interview Date-To be arranged.

If you have any questions about the role, for an informal conversation please get in touch with the Service Manager, Zoe Wiggins, by calling 07896 484763  or email zwiggins@ageuklancs.org.uk

A full job description and the link to the application form can be accessed below.

Please make full use of the job description when applying.

If you require any additional support with the application process, please email recruitment@ageuklancs.org.uk

Use of AI 

At Age UK Lancashire we recognise that technology is changing the way people apply for jobs and Artificial Intelligence (AI) can be a valuable tool to support your journey. However, it’s important to ensure your application still reflects your own voice, skills and experience. AI should support, not replace, your experience. Always review AI-generated content carefully and be ready to talk about it in interviews. 

Application Form