Customer Services Advisor
Are you passionate about helping people and delivering outstanding customer service? Do you enjoy speaking with a wide range of people, finding solutions, and ensuring individuals receive the support they need? If you're a compassionate communicator who enjoys making a positive difference in people's lives, we would love to hear from you.
- 35 hours per week
- £24,687 per annum
- Permanent contract
- Office based at 36 Park Street, Lincoln, LN1 1UQ
Our vision, a world where older people flourish, drives everything we do at Age UK Lincolnshire
About the Role
Age UK Lincolnshire is looking for a Customer Services Advisor to provide a warm and professional first point of contact for people reaching us face to face, by phone, email and webform. This is much more than a switchboard role. You will listen carefully, ask the right questions and help customers access the most appropriate service or support, whether their enquiry is straightforward or they are contacting us at a difficult or distressing point in their lives.
We're looking for someone who is naturally approachable and confident engaging with people from all backgrounds. You will be able to gather information sensitively, make informed decisions and respond appropriately to a variety of enquiries. The ability to remain calm, professional and reassuring when handling complex or emotional situations is essential.
As our Customer Services Advisor, you will be at the heart of the organisation, supporting older people, their families, carers, volunteers and professionals to access information, services and support. No two days are the same. You could be welcoming visitors to our Park Street office, responding to telephone enquiries, helping someone find the right service, supporting activities within the Activity Centre, or signposting a customer to specialist support during a challenging time.
You'll need to be a compassionate listener who can quickly build rapport, understand individual needs and use sound judgement to determine the most appropriate response. Some enquiries will be straightforward, whilst others may require reassurance, investigation, referral or escalation.
We are looking for someone who is warm, approachable and professional, with excellent communication and organisational skills. You will be confident using Microsoft 365, email, databases and telephone systems, with the ability to maintain accurate records while ensuring confidentiality and data protection requirements are met.
An understanding of the needs of older adults, carers and people at risk would be beneficial, together with a genuine commitment to delivering excellent customer service and supporting people with dignity and respect.
What we provide
- Access to Blue Light Card for discounts and savings
- Tickets for Good (free or discounted tickets for events)
- Age UK discounts (dedicated portal provided by AON)
- Employee Assistance Programme (provided by Bupa)
- Mental Health First Aider Scheme
- Dementia Friends training
- Ongoing training and development opportunities
- The opportunity to make a real difference to the lives of older people across Lincolnshire
- Job satisfaction and feeling valued
- To be part of an organisation that truly makes a difference
This is an excellent opportunity to join a leading local charity and help ensure older people across Lincolnshire can access the support, advice and services they need to flourish later in life.
How to apply
Please click here to complete our application form. We encourage applicants to refer to the job description and person specification in order to complete their application.
CVs will not be accepted.
Closing date: Monday 9th November at 09:00
Interview date: Friday 13th November 2026
If you have any questions about the role, get in touch with the Human Resources Department by calling 01522 696000 or email hr@ageuklincolnshire.org.uk
Role subject to Disclosure and Barring Scheme.
We reserve the right to close the advert if we receive a sufficient number of applications.
Use of AI
At Age UK Lincolnshire 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 and skillset. AI should support, not replace, your experience. Always review AI-generated content carefully and be ready to talk about it in interviews.
Our Commitment to Safeguarding
Age UK Lincolnshire has an ongoing commitment to safeguarding, to demonstrate this we ensure that we follow safer recruitment practices. Our application form and interview process will always contain safeguarding-related questions. To ensure that our pre-employment checks are thorough, we will obtain and verify references from previous employers and conduct Disclosure and Barring Service (DBS) checks for all new employees. Everyone at Age UK Lincolnshire will receive a comprehensive induction which will cover an insight into safeguarding principles, policies and procedures. In addition, all employees complete mandatory Safeguarding Training.