The role
This role sits within an established Information and Advice and Welfare Benefits team. You will be providing information and advice to support and empower older people on a wide variety of issues associated with ageing, from signposting to other services, providing deeper support and guidance, and helping them maximise their income with benefits eligibility support. Enquiries come directly from older people in Bucks, their families and professional referrers. You will progress and process these enquiries, liaising with colleagues, clients, partners and other organisations to ensure we provide timely, accessible and accurate information and advice so that the individual can make an informed choice regarding their circumstances.
Job purpose
Provide friendly, accurate and timely signposting, guidance and advice to older people in Bucks via telephone, online and email platforms, so they can make informed choices and maximise their income through benefits support when eligible. Ensure appropriate levels of service and support based on individual needs and/or vulnerabilities. Manage, record and protect client data. Champion their needs and stories, as appropriate, internally and externally.
Person specification
Essential requirements
• Friendly, personable and calm under pressure
• Strong research and info-finding skills
• Good telephone and in-person comms skills
• Sensitivity to older people’s needs
• Resilience and sensitivity to callers in distress
• Ability to prioritise tasks and follow data recording processes
• Ability to work as part of a team
Desirable
• Experience of inputting data onto database systems and the ability to retrieve
statistical information as required
• Knowledge of welfare benefits and processes
• General administrative experience
• Knowledge of health and social care systems
• Excellent standards of literacy and numeracy
• Experience working with older people