Independence and Wellbeing Advisor

Suffolk County Council; Ipswich; On-site; GBP 23,000 - 29,000; Full time

Benefits offered by this job

29 days annual leave (pro rata)

LGPS pension

Flexible working

Training and development

Volunteer days

Job summary

Suffolk County Council in Ipswich is seeking an Independence and Wellbeing Advisor to join Customer First. This office-based role at Endeavour House involves handling social care enquiries from Suffolk residents via phone, webchat, email, and online referrals to provide clear information and timely referrals.

You will work in a supportive team, liaising with police, schools, ambulance services, and partner agencies; maintain records; and help vulnerable people.

Qualifications

• A genuine passion for social care and improving people's lives.
• Resilience and confidence in decision making.
• Effective communication and interpersonal skills.
• Good literacy, numeracy, and IT skills.
• Ability to multitask, prioritise effectively, and meet deadlines.
• Understanding of data protection and safeguarding responsibilities.
• Willingness to learn through ongoing training.

Responsibilities

• Communicate effectively with customers by actively listening and asking the right questions.
• Liaise with police, schools, ambulance services and other agencies.
• Work collaboratively to deliver excellent customer service.
• Provide accurate advice and seek clarification when needed.
• Demonstrate empathy and sensitivity supporting vulnerable people.
• Maintain accurate, up-to-date records for service delivery.

Skills

Empathy

Communication

IT skills

Multitasking

Data protection

Tools

Word

Excel

Outlook

Web browser

Job description

• Suffolk County Council
• Address: Endeavour House, Ipswich, IP1 2BX, Onsite working
• Salary: £25,989 per annum (pro rata for part time)
• Hours: Up to 37 hours per week, flexible working options available
• Contract: Permanent, 2 positions

AtSuffolk County Council, collaboration is at the heart of everything we do.

As an Independence and Wellbeing Advisor within Customer First, you will play a vital role in supporting our communities, safeguarding vulnerable people, and delivering services that make a real and lasting difference. This is an office-based role at Endeavour House, Ipswich.

Reimagine the possibilities.

Your role and responsibilities

As an Independence and Wellbeing Advisor, you'll be the first point of contact for social care enquiries relating to Suffolk residents.

These may include:

• adult social care
• mental health referrals
• signposting to partner agencies.

You will manage a variety of contact channels-including telephone, webchat, email, and online referral forms-to provide clear information, practical advice, and timely referrals to the appropriate teams. As this Customer First is a call centre you will be completing repetitive incoming phone work whilst simultaneously taking notes on a computer.

Your responsibilities

• communicating effectively with customers by actively listening, asking the right questions, and understanding their needs
• liaising with a wide range of professionals including police, schools, ambulance services, and other agencies
• working collaboratively within a supportive team to deliver excellent customer service
• providing accurate advice and seeking clarification where required
• demonstrating empathy and sensitivity, especially when supporting vulnerable individuals
• maintaining accurate, up-to-date records to ensure the best possible service delivery.

This role is an excellent opportunity to develop your knowledge of social care while making a meaningful contribution to the Suffolk community.

What you will need

We are looking for someone who brings:

• a genuine passion for social care and improving people's lives
• resilience and confidence in decision making
• effective communication and interpersonal skills
• good literacy, numeracy, and IT skills (Explorer, Chrome, Word, Excel, Outlook)
• a logical, methodical approach to problem solving
• an understanding of data protection and safeguarding responsibilities
• the ability to multitask, prioritise effectively, and meet deadlines
• flexibility and willingness to learn through ongoing training.

You can view a full list of requirements in the Job and Person Profile (Word).

The team

Customer First is the central point for all social care enquiries across Suffolk. We are proud to be part of a wider service that protects, supports, and empowers people in need.

What you can expect

• a supportive team environment where colleagues work together to share knowledge and expertise
• a diverse team with varied backgrounds and experience
• comprehensive training-both online and face to face-to help you grow into the role
• a dedicated mentor and consistent support from your line manager.

Empowering Everyone

We are big believers in potential, possibility and the power of different ideas. We are always searching for ways to encourage, respect and enable everyone to be the best they can be. We want to represent the diverse communities we serve. We welcome applications from all individuals, especially those from groups that are currently underrepresented in the organisation, as shown in our Workforce Equality Report.

For more information

Please contact Sian Alexander (she/her) for a casual conversation. You can contact them by either emailing [e-mail] or calling 01473 296550.

Do you need any reasonable adjustments to help you to apply? If you are disabled and/or have additional support needs, you can request reasonable adjustments. You can do this by contacting our Recruitment Team by either emailing [e-mail] or calling 03456 014412. You can find examples of possible adjustments on our Reasonable Adjustment pages. If you're invited to the next stage, you'll have another chance to request adjustments.

Closing date: 11.30 pm, 26 August 2026.

Promoted as SPJ (Standard Plus Job) on Suffolk Jobs Direct.

This authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. DBS (Disclosure and Barring Service) checks or police vetting will be required for relevant posts.#LI-Onsite

As a modern and effective council, we are looking to make a positive difference to the world around us and encourage everyone with drive and focus to join us and build an influential and impactful career. Reimagine the possibilities.

In return, you'll enjoy:

• up to 29 days annual leave entitlement (pro rata), plus UK bank holidays and two paid volunteering days
• membership of a competitive Local Government Pension Scheme (LGPS)
• travel, lifestyle, health and wellbeing benefits
• performance-related annual pay progression, in addition to an annual cost-of-living pay increase
• training and encouragement to expand your knowledge
• a variety of career development opportunities across our organisation
• diverse and active staff networks
• flexible working options, with the right to request flexible working from your first day

If you want to know more about our benefits, values and equality commitments please visit our Suffolk County Council careers website (careers.Suffolk.gov.uk).