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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

This role is part of the front-face of the charity, supporting older people and professionals to access information and services they need. As part of the Client Support Team, this role includes telephone customer service and administration for the charity, collaborating with clients to understand their needs and guide them to the best local services.

Our Advice line is a critical part of our charity services, often the first access point for our clients, many of whom are vulnerable and in crisis. Understanding needs, and supporting and guiding is a key skill needed.

Part of this role will work in our Healthy Ageing Norfolk team, to contact and triage clients who live with frailty within Norfolk, completing in-depth telephone screenings to determine risks, goals and support our outreach team with supportive actions or evaluation calls.

Norfolk and Norwich University Hospitals NHS Foundation Trust

Norfolk Community Health and Care NHS Trust