Information & Advice Generalist Advisor

About Age UK Bromley & Greenwich

Age UK Bromley & Greenwich is an independent local charity that has been supporting older people in our communities for over 50 years.

With nearly 80 staff and more than 170 volunteers, we provide a wide range of services designed to promote independence, improve wellbeing and ensure older people can access the information, advice and support they need.

We are looking for an experienced and compassionate Information & Advice Generalist Adviser to join our dedicated team.

About the Role

This is an important and rewarding role providing high-quality, confidential and rights-based information and advice to older people, their carers and families.

You will support clients with a wide range of issues including welfare benefits, housing, care provision and other matters affecting their independence and wellbeing.

The role involves delivering advice through face-to-face appointments, telephone and email, alongside occasional outreach activities and home visits.

You will help clients understand their rights, explore their options and make informed decisions, ensuring they receive practical support tailored to their individual circumstances.

Key Responsibilities

• Provide accurate, impartial and high-quality information and advice on welfare benefits, housing, care and related matters.

• Carry out comprehensive welfare benefits checks and support clients with applications, claims, mandatory reconsiderations and appeals.

• Undertake rights-based casework, including supporting clients with complaints and making representations on their behalf where appropriate.

• Manage a varied caseload while maintaining accurate and detailed client records.

• Work collaboratively with colleagues, volunteers and external organisations to ensure clients receive appropriate support.

• Provide guidance, updates and support to volunteer advisers.

• Participate in community outreach activities and events across Bromley and Greenwich.

• Keep up to date with relevant legislation, policies and developments affecting older people.

About You

We are looking for someone who is knowledgeable, approachable and committed to making a positive difference to the lives of older people.

Essential requirements:

• At least two years' experience providing rights-based advice, ideally within welfare benefits, care or public support services.

• A good understanding of the issues affecting older people, particularly welfare benefits, housing and care.

• Excellent written and verbal communication skills, with the ability to explain complex information clearly and sensitively.

• Strong IT skills, including experience using Microsoft Office and case management systems.

• Excellent organisational skills and the ability to manage competing priorities while maintaining accurate records.

• A compassionate, patient and professional approach when supporting people who may be experiencing difficult circumstances.

• A commitment to equality, diversity and delivering an accessible, high-quality service.

• Willingness to work across our Bromley and Greenwich locations.

Experience working within a quality-marked advice service and supporting volunteers would be advantageous. A full UK driving licence is desirable but not essential.

Please note: This is an office-based position, with working time split between our Bromley and Greenwich locations. Applicants must be comfortable working in an office environment and travelling between locations as required.

What We Offer

• Annual leave: 27 days per annum (pro rata), plus bank holidays.

• Pension: Workplace pension scheme through The Pensions Trust, with a 3% employer contribution and 5% employee contribution for eligible employees.

• Employee Assistance Programme: Access to TELUS Health, offering confidential 24/7 support for mental, financial, physical and emotional wellbeing.

• Meaningful work: The opportunity to make a genuine difference to older people in our local communities.

• Supportive team: The chance to work alongside experienced colleagues and volunteers who are passionate about improving later life.