London, Greater London
£30,000 pa
Permanent, Full-time
Job description

About us

Each year Age UK East London helps 9500 older east Londoners living in the country’s top pensioner poverty hotspots. Most are aged 70+, living alone in poverty and poor health. Most people have one or more long-term conditions, for example diabetes, COPD, or heart disease. They are struggling to make ends meet and watching every penny.

We deliver advice across the three London Boroughs of Tower Hamlets, Hackney and Newham. Each year 2,100 clients receive detailed casework. Around 1,400 are experiencing significant life events, which are often interlinked.

During the year to 31st March 2021, we helped older people improve their financial position by £2,077,280. Overall, 96.5% of our clients felt they were treated with respect by staff and given clear and useful information.  93% felt the support they received allowed them to stay as independent as possible.

Our I&A Service has grown to meet the ever-increasing needs to our communities and we aim to continue to develop our capacity and accessibility whilst maintaining the highest quality standards and achieving maximum outcomes for our customers.  To support the next phase of growth, we are recruiting a Senior Advisor to join our team to support the development and delivery of an expert, preventative and well-being focussed Information and Advice Service delivered across multiple channels.

Job description

Job Purpose

  • To support the Information & Advice Service Manager to develop, deliver and sustain trusted independent advice services to AQS standard.
  • To supervise and support a team of advisors and volunteers across three East London boroughs to maintain excellent case records and guarantee quality of advice
  • Provide information and advice to older people and their carers to maximise their income, promote their wellbeing  and independence
  • To support the development and implementation of an advice service that is accessible remotely, face to face, in multiple settings and use technology to reach as many local people as possible;
  • Support integration of services, partnership development and multi-disciplinary working in our communities

Supervisory duties

  • To complete file reviews and case checking procedures in line with the current Quality Standards;
  • To conduct supervision and appraisal of the information and advice team;
  • Supervise the work load of the advice team, allocating cases, monitoring case progress to ensure timely completion of referrals;
  • Represent AUKEL at network and partnership meetings ensuring that AUKEL Information and Advice service is at the forefront of service delivery in the borough;
  • Conducting and recording regular team meetings

Provision of Advice

  • To carry out benefit checks, benefit applications and form filling services to older people and their carers;
  • Escalate cases, raise complaints and challenge decisions made about our clients which are unlawful or erroneous;
  • Provide accurate and up to date advice on housing, Community Care and Consumer Rights

Reporting and Mentoring

  • Supervise and Monitor our client database to ensure the information we hold is accurate and up to date;
  • Support the Service Manager to compile and submit regular evaluation and monitoring reports to our funders making sure relevant information is available and accurate;
  • Generate outcomes data and gather customer satisfaction surveys


  • To undertake any other duties within the competence of the post holder under the direction of the Service Manager as may be required from time to time for the smooth running of Age UK East London;
  • Represent AUKEL at network and partnership meetings ensuring that AUKEL Information and Advice service is at the forefront of service delivery in the borough;
  • Promote the Information and advice Service and develop communication plans
  • Attend regular Team Meetings and Supervision to ensure personal development and the continuous improvement of the Information and Advice Service;
  • To undertake all duties in line with Age UK East London policies and procedures (e.g. Health & Safety, Complaints, Confidentiality, Equal Opportunities)

Person specification


  • Minimum of 18 months supervisory experience in a Quality Mark holding advice service;
  • Experience of providing advice services that support carers and older people enabling their independence by providing up to date knowledge of services available to them;
  • Demonstrable experience in negotiating Welfare Benefit changes and duties to carers in accordance relevant legislation;
  • Holds NVQ Level 4 Advice & Guidance, or equivalent, qualification; 
  • Experience of people management.

Knowledge and Understanding

  • Knowledge of Issues that affect adults, older adults and their carers;
  • Understanding of confidentiality policy and practice;
  • Understanding of equality and diversity in practice;
  • Understanding and commitment to empowering service users;
  • Understanding of relevant legislation, areas of law, tribunal system and local authority acts; 
  • Knowledge of wider Adult Social care sector, integrated commissioning and NHS 10 Year Plan.

Skills and Attributes

  • Commitment to working creatively within a team;
  • An open minded and questioning approach;
  • Excellent communication, numeracy and literacy skills;
  • Good planning and organisational skills; 
  • Demonstrable leadership qualities.
Additional documents
Job description and Person specification (.pdf)
Equal opportunities Form (.doc)
Application form (.doc)
Refreshed on: 12 May 2021
Closing date: 16 June 2021
Tags: Advice, Information, Advocacy
Expires today
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