Overview
The purpose of this role is to provide efficient and seamless administrative support within the Information and Advice Team, undertaking general administrative duties, to support the team and service as a whole.
As part of our Advice Quality Standard (AQS) Information and Advice registered service, you will take full responsibility for the coordination of referrals by accepting, triaging, and allocating them to the team in line with funded project targets and under guidance from the Information and Advice Services Manager.
You will also support the Information and Advice Services Manager by undertaking any other reasonable duties to support the efficient running of the service.
You will manage your work time effectively, have a passion for supporting older people and be flexible in order to meet service needs. You will need to be fully computer literate. You will also undergo an enhanced DBS check.
Main Duties and Responsibilities
- To be responsible for reviewing, accepting, and setting up any referrals received for the Information and Advice service via the Age Cymru Advice Line portal.
- To handle all incoming queries and referrals received via email, the website and social media into the Information and Advice gateway in a timely manner.
- To monitor waiting lists and keep clients informed during busy periods.
- To provide clients with information and signposting to appropriate services when required.
- To allocate cases to the Information and Advice team in line with service targets and under guidance from the Information and Advice Manager.
- To record case notes on IT systems (Charity Log), in line with AQS quality. framework and organisational standards.
- To provide general administrative support for the Information and Advice. .Team, including printing, scanning and photocopying documents.
- To be responsible for the Information and Advice team incoming and outgoing mail, ensuring incoming mail is disseminated to the appropriate staff and outgoing mail is franked and taken to the Post Office each day before the close of business.
- To assist the Information and Advice Manager with the collation of statistical and qualitative information for reporting.
- To maintain client confidentiality and adhere to GDPR procedures.
- Identify any safeguarding concerns and follow the relevant procedures to ensure correct action is taken.
- To be prepared to undertake regular training as required under external and organisational regulations, including online training modules.
- To form an active part of the Information and Advice Department and attend team meetings, individual meetings, external meetings, and supervisions
- To carry out any other duties commensurate with the level of this role across the organisations service delivery area as directed by the Information and Advice Manager.
- To be willing to travel and work flexibly throughout the charities operational area.
- To be prepared to work from any of our operational bases as required.
The list of duties and responsibilities is not an exhaustive one and may be varied from time to time by the organisation. This job description is subject to regular review.
Qualifications and technical skills
Essential:
- High standard of literacy and numeracy
- Strong administration skills with strong attention to detail.
- Strong IT skills including Microsoft Office, Teams and Outlook.
- Confidence using new IT system including cloud-based CRMs.
Desirable:
- Experience in a similar role or a qualification in a relevant discipline or a willingness to undertake such a qualification within 1 year
- Ability to speak Welsh.
- Driving license and access to a vehicle for work purposes
Knowledge
Essential:
- Knowledge and understanding of the changing needs of older people.
- Knowledge of managing waiting lists
Desirable:
- Knowledge and understanding of Safeguarding good practice
- General Data Protection (GDPR)
Experience
Essential:
- Experience in effectively managing a demanding and ever-changing caseload.
- Experience of working within the Third Sector
Desirable:
- Experience working in an Advice Quality Standard registered service.
Aptitude & Skills
Essential:
- Excellent communication skills both verbally and in writing, along with the ability to adapt communication as needed.
- Effective time management skills and highly organised
Desirable:
- Good networking and relationship building skills.
- Ability to operate effectively as part of a team and on own initiative.
- Ability to be self-reliant and to portray a professional image always.
EXPECTED BEHAVIOURS & VALUES
When we work with older people, each other, and our stakeholders, we are expected to:
- Work together to get things done and achieve more.
- Treat our clients, colleagues and stakeholders with friendliness, respect, dignity, and empathy.
- Act professionally, openly, and honestly.
- Embrace diversity and are inclusive to all.
- Treat our clients and colleagues with care.
- Treat people as individuals.
SPECIAL CONDITIONS
Disclosure & Barring Service Disclosures
This post will result in you having substantial contact with the elderly. The Charity, therefore, requires that if you are successful in your application, you will be subject to a Disclosure and Barring Service Disclosure.
Other:
Current, full, UK driving license and access to a vehicle for work purposes.
For non-registered service - willing to work flexibly between 9 a.m – 5 p.m Monday to Friday to meet the needs of the business (some occasional weekend work may be required.
For registered service – willingness to work flexibly across 24 hours, 7 days a week.
Training:
Undertake all mandatory training relevant to the role and be responsible for your own Continuing Professional Development.
Job Type: Part-time
Pay: £12.21 per hour
Expected hours: 20 per week
Benefits:
- Casual dress
- Company pension
Work Location: In person
Application deadline: 21/08/2025
Reference ID: I&A Service Support Assistant
