Information & Advice Officer (Benefits Adviser)

NHS; Coventry; On-site; GBP 28,000; Full time

Job summary

Join a lively local charity as a Benefits Adviser, providing crucial advice on welfare benefits, housing options, and more. You'll play a key role in enhancing the well-being of older adults in Coventry. Ideal for individuals committed to making a difference.

Qualifications

• Knowledge of welfare benefits and assessment processes for vulnerable adults.
• Experience in providing information and signposting services.
• Ability to present complex information in an understandable manner.

Responsibilities

• Provide accurate and accessible information and advice to the public.
• Maintain client records and ensure confidentiality.
• Support volunteers and develop effective relationships with stakeholders.

Skills

Communication

Empathy

Attention to detail

Education

Qualification in advice work or social care

Good level of Education in English and Maths

Tools

Microsoft Word

Microsoft Excel

Job description

Job summary

An exciting opportunity has arisen for a Benefits Adviser within our friendly Information & Advice team.

Main duties of the job

You will be one of 3 advisers providing a wide range of information and advice services including:

• Welfare benefits: entitlement/enquiries and filling in forms
• Housing options
• Help at home
• Care options and your rights to social services
• Wills, power of attorney and probate
• Money matters

About us

We are a lively and growing local charity, aiming to promote and enhance the well-being and quality of life of older people in Coventry and Warwickshire.

It's a great place to work if you really want to make a difference in people's lives.

Details Date posted

02 July 2025

Pay scheme

Other

Salary

£27,885.64 a year FTE based on 37 hours per week

Contract

Permanent

Working pattern

Full-time, Part-time

Reference number

B0136-25-0004

Job locations

Age Uk

7 Warwick Row

Coventry

CV1 1EX

Job description Job responsibilities

Duties and Responsibilities

• To provide accurate and accessible information and advice to the public working within the framework of Quality Counts standards, Quality of Advice Audit recommendations and agreed performance targets.
• To create and maintain accurate client records and files on the organizational database and ensure confidentiality of information records in keeping with GDPR.
• To keep up-to-date with relevant local and national services, policy developments and benefits by reading, accessing internet -based information and attending training.
• To ensure that information is provided in a form that is readily accessible and understandable to the enquirer.
• To maintain monitoring and evaluation procedures in order to produce regular reports and statistical returns to the line manager.
• Provide day-to-day support to I&A volunteers; monitoring advice provided and inform Senior Team Leader of any learning and development needs of volunteers.
• To identify service improvements from customer feedback and other relevant evidence and recommend these through the line management structure.
• To develop and maintain effective working relationships with key stakeholders of the organisation, other advice organisations, internal teams, other Age UKs and local third sector and statutory organisations.
• Contribute to the development of the Information and Advice Service to ensure that the Service responds to the needs of diverse communities throughout Coventry and Warwickshire.
• Represent AUKC&W at relevant advice forums and networks as required.
• To participate as a member of the wider AUKC&W team.
• To undertake such other duties as may be reasonably required, consistent with the nature and grade of the post.
• Undertake outreach sessions at Age UK offices/Community venues and home visits throughout Coventry and Warwickshire.
• All staff have an individual responsibility to comply with the organisations policies and practices.

Job description Job responsibilities

Duties and Responsibilities

• To provide accurate and accessible information and advice to the public working within the framework of Quality Counts standards, Quality of Advice Audit recommendations and agreed performance targets.
• To create and maintain accurate client records and files on the organizational database and ensure confidentiality of information records in keeping with GDPR.
• To keep up-to-date with relevant local and national services, policy developments and benefits by reading, accessing internet -based information and attending training.
• To ensure that information is provided in a form that is readily accessible and understandable to the enquirer.
• To maintain monitoring and evaluation procedures in order to produce regular reports and statistical returns to the line manager.
• Provide day-to-day support to I&A volunteers; monitoring advice provided and inform Senior Team Leader of any learning and development needs of volunteers.
• To identify service improvements from customer feedback and other relevant evidence and recommend these through the line management structure.
• To develop and maintain effective working relationships with key stakeholders of the organisation, other advice organisations, internal teams, other Age UKs and local third sector and statutory organisations.
• Contribute to the development of the Information and Advice Service to ensure that the Service responds to the needs of diverse communities throughout Coventry and Warwickshire.
• Represent AUKC&W at relevant advice forums and networks as required.
• To participate as a member of the wider AUKC&W team.
• To undertake such other duties as may be reasonably required, consistent with the nature and grade of the post.
• Undertake outreach sessions at Age UK offices/Community venues and home visits throughout Coventry and Warwickshire.
• All staff have an individual responsibility to comply with the organisations policies and practices.

Person Specification Experience Essential

• Knowledge of welfare benefits and current assessment processes for vulnerable adults and older people.
• Experience of delivering effective information, signposting and referral services to clients.

Desirable

• Knowledge and understanding of the wide range of issue affecting older people.
• Experience of paid or voluntary work with vulnerable adults/older people and their carers.
• Experience of developing working relationships and communication with a diverse range of staff and volunteers from statutory and voluntary organisations.

Personal Qualities Essential

• A patient and non-judgemental attitude.
• Understanding of, and a commitment to, equality and opportunity for all.
• Team Focused Approach.
• Self-Motivated and Flexible.
• Committed to continuously improving service delivery.
• Customer focus.
• Attention to detail.

Skills and Abilities Essential

• Excellent written and verbal communication skills and the ability to empathise with vulnerable adults/older people.
• Good standard of literacy and IT skills. Confident in use of Microsoft Word, Excel and client databases.
• Ability to present complex information on rights and entitlements in an understandable way.
• Ability to prioritize workloads and achieve targets within tight deadlines and with minimum supervision.
• Confident approach in liaising and networking with a range of clients, staff and volunteers from diverse community organisations.
• Highly self-motivated, able to work confidently on own initiative and also as part of a team.

Qualifications Essential

• Good level of Education in English and Maths
• Qualification or training in advice work, social care or social studies, or 2 years experience of working in an advice-giving setting.

Person Specification Experience Essential

• Knowledge of welfare benefits and current assessment processes for vulnerable adults and older people.
• Experience of delivering effective information, signposting and referral services to clients.

Desirable

• Knowledge and understanding of the wide range of issue affecting older people.
• Experience of paid or voluntary work with vulnerable adults/older people and their carers.
• Experience of developing working relationships and communication with a diverse range of staff and volunteers from statutory and voluntary organisations.

Personal Qualities Essential

• A patient and non-judgemental attitude.
• Understanding of, and a commitment to, equality and opportunity for all.
• Team Focused Approach.
• Self-Motivated and Flexible.
• Committed to continuously improving service delivery.
• Customer focus.
• Attention to detail.

Skills and Abilities Essential

• Excellent written and verbal communication skills and the ability to empathise with vulnerable adults/older people.
• Good standard of literacy and IT skills. Confident in use of Microsoft Word, Excel and client databases.
• Ability to present complex information on rights and entitlements in an understandable way.
• Ability to prioritize workloads and achieve targets within tight deadlines and with minimum supervision.
• Confident approach in liaising and networking with a range of clients, staff and volunteers from diverse community organisations.
• Highly self-motivated, able to work confidently on own initiative and also as part of a team.

Qualifications Essential

• Good level of Education in English and Maths
• Qualification or training in advice work, social care or social studies, or 2 years experience of working in an advice-giving setting.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details Employer name

Age UK Coventry and Warwickshire

Address

Age Uk

7 Warwick Row

Coventry

CV1 1EX

Employer's website

https://www.ageuk.org.uk/coventryandwarwickshire/ (Opens in a new tab)

Employer details Employer name

Age UK Coventry and Warwickshire

Address

Age Uk

7 Warwick Row

Coventry

CV1 1EX

Employer's website

https://www.ageuk.org.uk/coventryandwarwickshire/ (Opens in a new tab)