Information & Advice Adviser

Age UK's National Advice Line is recruiting for Information & Advice Advisers . Our team provide a vital service available to older people and anyone seeking advice to support an older person in need. Our team of trained Advisors are dedicated to providing accurate, impartial and comprehensive information and advice to help support those in later life. Many older people are concerned about the cost of rising energy bills, poor housing, accessibility to health and social care services. This is where our Information and Advice Advisers play a vital role in raising awareness and empowering older people to access the support they need, and to understand their statutory rights. If you are looking for an exciting and fulfilling career with a large National Charity that challenges injustice and makes a real difference to older people across the country, then we would love to hear from you! The successful post holder will have excellent communications skills with the ability to provide accurate, often complex information in a clear and empathic way, offering advice over the phone and by email. In this role you will receive several weeks of extensive specialist training based on the current legislation relevant to older people's rights and welfare, enabling you to offer an in-depth advice service to phone and email enquirers from across England. You will help them to understand and implement their legislative rights in areas such as community care, housing, income and benefits and many other issues related to later life. This role offers hybrid working between home and our offices in either Blackpool or Ashburton (a robust home broadband connection is essential). This means you would be expected to attend office a minimum of once every 3 months, although this can be more if you prefer. You may be asked to attend office more regularly than these minimum requirements. You will need to live within an easily commutable distance of the office either by car or public transport, we suggest up to 1hr 30mins commute. This role is a 35-hour working week, Monday to Friday 9am to 5pm. Last day for applications Monday 3 rd August 2026 Important : In your Supporting Statement, please include examples of how you meet the Must Have criteria below. Must haves: The below competencies will be assessed at the indicated stage of the recruitment process: Application (A), Interview (I), Test (T), Presentation (P) Experience Experience using computer-based systems, including the ability to work confidently across multiple applications, strong keyboard skills, and experience working with dual screens. A, I, T Experience of working to set timescales. A, I Skills and Knowledge Accurate and having attention to detail. A, I, T Excellent communication skills with an ability to communicate with a wide range of people in a professional and approachable manner. I Excellent literacy and numeracy skills. A, T Ability to handle confidential, sensitive information and personal details professionally and in line with current legislation. A, I Confident, professional telephone manner. A, I Ability to handle and present clearly and concisely, large amounts of subject knowledge, often of a complex nature. A, I Personal Attributes Ability to deal with difficult and distressed callers calmly and empathetically. I Commitment to providing a high-quality customer service and equal opportunities. I Great to haves: The below competencies will be assessed at the indicated stage of the recruitment process: Application (A), Interview (I), Test (T), Presentation (P) Experience An understanding of the issues affecting older people. A, I Experience of providing in-depth information and advice on the telephone or face to face. A, I What we offer in return Competitive salary, 26 days annual leave + bank holidays + annual leave purchase scheme Excellent pension scheme, life assurance, Health cashback plan and EAP Car Benefit Scheme and Cycle to Work Scheme (subject to affordability), and Season Ticket Loan Techscheme - buy any tech from Apple or Currys, up to £1000, and spread the cost over 12 months, interest free Blue Light Card Scheme You Did It Awards - recognition awards from £100-250 Many additional benefits Additional Information Supporting statements and anonymisation Candidates are expected to provide a supporting statement that explains how they meet the competencies annotated with an 'A' in the job description, to assess suitability for the position. Age UK acknowledges and accepts that AI may be used to support the application; we do expect candidates to personalise experience, knowledge and skills and failure to do so, may result in your application being rejected. Please submit a Word version of your CV as it will be anonymised by our recruitment system when you apply for a role. Our system is unable to anonymise supporting statements and heavily formatted CVs. Please could you remove any personal information including your name before you upload to support