Frontline services advisor jobs

Age UK Bromley & Greenwich is an independent local charity supporting older people across both boroughs. We work to enable, support and connect older people, promote independence and wellbeing and ensure their voices are heard.

We are looking for an Information & Advice Triage Worker to be the first point of contact for older people, carers and their families seeking support.

About the role

This role is central to our Information & Advice service. You will provide high-quality initial information and guidance, assess urgency and risk, and ensure people are directed quickly and appropriately to advice services, support services or partner organisations.

You will often be the first person someone speaks to, so a calm, empathetic and professional approach is essential.

Key responsibilities

• Act as the first point of contact for enquiries, mainly by telephone, with some face-to-face and email contact

• Provide accurate information on issues affecting older people including benefits, housing, care, health and local services

• Carry out structured triage to identify needs, priorities and risks

• Manage expectations clearly and sensitively

• Identify safeguarding concerns and follow organisational procedures

• Make timely referrals to internal services and external partners

• Maintain clear professional boundaries while offering a warm, person-centred response

• Record all contacts accurately and promptly on the organisation’s CRM system

• Maintain clear, concise and professional case notes

• Ensure confidentiality, consent and data protection requirements are met

• Work closely with advisers, service coordinators and partner agencies

• Take part in team meetings, supervision and training

• Keep knowledge up to date on welfare benefits, services and local provision

• Promote Age UK Bromley & Greenwich services positively and professionally

About you

Essential

• Experience in frontline information, advice, triage or high-volume customer contact work

• Confidence handling calls from people who may be distressed, anxious or frustrated

• Strong listening and questioning skills

• Ability to assess urgency and risk and take appropriate action

• Clear verbal and written communication skills

• Experience using a CRM or case management system

• Good general IT skills including email and Microsoft applications

• Understanding of confidentiality, safeguarding and professional boundaries

• Awareness of issues affecting older people and carers

• Commitment to equality, diversity and inclusion

• Empathy, patience and a non-judgemental approach

Desirable

• Experience in the voluntary sector or health and social care

• Knowledge of welfare benefits, housing or adult social care

• Experience of face-to-face advice or reception-based work

• Knowledge of local services in Bromley or Greenwich

What we offer

• 27 days annual leave plus bank holidays (pro rata), including two days over Christmas

• Pension scheme with 5% employee and 3% employer contributions

• Employee Assistance Programme offering 24/7 support

• Supportive team environment with training and development opportunities

If you want to play a vital role in helping older people feel heard, supported and confident accessing the right help, we would love to hear from you.

About The Role

Become an Apprentice Worker and use your lived experience to inspire clients throughout their recovery while gaining a qualification and working on your professional development. 

At St Mungo’s, we believe in creating opportunities for people with lived experience of homelessness, substance use, mental health challenges, involvement with the criminal justice system, and/or recovery services. Our Apprenticeship Scheme is designed to help you build a career while making a positive impact.

We have opportunities available for 18 month fixed term contracts as Client Support Apprentice Workers in our two of our services in Westminster. 

What you’ll do as an Apprentice Worker 

Working as a Client Support Apprentice Worker, you will complete practical work experience and academic learning to build the knowledge, skills and experience to work with clients in housing and homelessness sector.

As an Apprentice Worker you will:

• Work alongside colleagues, students and volunteers working together to support and empower clients to recover from homelessness and rebuild their lives.

• Gain practical experience and skills in caseload management while working in a person-centred way to support wellbeing and recovery. 

• Learn how to deliver day-to-day services while collaborating with colleagues and external partners. 

• Have opportunities to shadow experienced staff and receive on-the-job training, observing how we empower our clients to access the right support and move on. 

• Complete the practical element of your apprenticeships with meetings and event attendance as well as formal learning while completing a Level 3 Peer Worker qualification. 

• Complete on and off the job learning, shadowing and development opportunities.

• Receive support and supervision from an Apprenticeship Advisor as well as a direct line manager, every step of the way. 

Where you’ll work 

We’re excited to offer 2 Client Support Apprentice Worker opportunities, joining the team in the London Borough of Westminster in the following services: 

Westminster Atlas Team, which provides support to people experiencing street homelessness and multiple disadvantages across Westminster. The team maintains frequent contact with clients to support them into accommodation, improve their wellbeing, and sustain positive outcomes. 

Westminster First Contact Team (FCT), which works on the frontline supporting people who are new to the streets. Through street outreach shifts across the borough, the team engages individuals, assesses their needs, and helps identify the most appropriate route away from homelessness.

This apprentice scheme is for people with lived experience.

Our Apprentice scheme is specifically designed for people with lived experience, and we can only offer places to the people the programme is designed for. 

You may have personally experienced homelessness (spent time sleeping rough, or lived in a hostel, refuge or supported accommodation), you may have experienced domestic abuse, mental health struggles, substance misuse problems or had contact with the criminal justice system and have used recovery services as a result. 

We’re looking for people with a genuine motivation to build a career supporting vulnerable adults, who can bring: 

• Learning and reflections gained through lived experience and recovery.

• Ability to demonstrate how personal lived experience has shaped your approach to support and wellbeing.

• Good communication and listening skills, empathy, and a genuine desire to make a difference.

• Some experience through volunteering or working in a similar setting.

• Basic admin and IT skills and a proactive attitude towards learning.

If this sounds like you, we’d love you to apply. If you’re still unsure why not get in touch with the team who can have a chat and answer your questions.

Visit our website for more information about the scheme.   

How to apply

To view the job description and guidance on completing your application form, please click on the ‘document’ tab on the advert page on our website.

To find out more and apply please go to the St Mungo’s careers page on our website.

Closing date: 10am on 1st July 2026 

Interview and assessments: 15th & 16th July 2026 

St Mungo's are committed to creating a diverse and inclusive workplace. We strongly encourage applications from all under-represented groups.

What we offer

• A full-time, paid role (37.5 hours per week) for 18 months.
• A comprehensive training programme.
• A dedicated team to support and empower you.
• Excellent development and growth opportunities
• A diverse and inclusive workplace
• Great pay and other benefits