Client Support & Hotline Advisor — Elder Care & Triage

Age UK Norwich; Norwich; On-site; GBP 24,000 - 28,000; Full time

Job summary

Age UK Norwich is seeking a compassionate Client Support colleague to join our front-facing team. You will handle telephone inquiries, provide information and guidance to older people and professionals, and coordinate with local services to meet needs.

Our Advice line is a critical access point for clients, many in crisis, so understanding needs, offering support, and guiding to the best local options are essential tasks.

Qualifications

• Experience in telephone customer service
• Strong verbal and listening communication
• Ability to work empathetically with vulnerable clients

Responsibilities

• Handle telephone customer service and information inquiries for clients and professionals
• Perform administrative tasks related to client support and case handling
• Triage clients to understand needs and guide them to the best local services
• Collaborate with outreach team for follow-up actions and reporting

Job description

Age UK Norwich is seeking a compassionate Client Support colleague to join our front-facing team. You will handle telephone inquiries, provide information and guidance to older people and professionals, and coordinate with local services to meet needs.

Our Advice line is a critical access point for clients, many in crisis, so understanding needs, offering support, and guiding to the best local options are essential tasks.