Senior Information, Advice and Guidance Advisor/Caseholder

2M Employment Solutions Limited; Sandwell; On-site; GBP 29,000 - 34,000; Full time

Job summary

A prominent charity based in Sandwell seeks a Senior Information, Advice and Guidance Advisor. This full-time position involves providing trauma-informed support to victims of abuse, managing caseloads, and leading communications. Candidates should possess empathy and strong interpersonal skills. The role offers an annual salary between £29,267 to £33,281.98 in a supportive work environment.

Qualifications

• Must have knowledge about safeguarding around abuse.
• Experience managing a caseload within a fast-paced environment.
• Commitment to professional development.

Responsibilities

• Provide immediate high-quality information and support to victims.
• Conduct risk assessments and develop resource materials.
• Lead communications and manage partner liaisons.

Skills

Empathy

Interpersonal skills

IT confidence

Organisational skills

Job description

Overview

Black Country Women's Aid (BCWA) is an established charity working across the Black Country and wider West Midlands, providing accommodation and community support services to victims of domestic abuse, sexual abuse and human trafficking. Services range from advocacy, civil remedies, support in court, individual and group support and access to a range of therapeutic interventions. All services are client and needs‑led.

The team: Advice and Guidance Team

We know the first call or conversation can be the most difficult for those living with abuse. We also know some people just want information about how agencies can help. BCWA is strengthening its first contact service to ensure that every victim who contacts the support centre gets the immediate help and support they need to make decisions to break free from their abuse. Working across the Black Country, the team will receive and take referrals from individuals and agencies, assess the immediate needs of victims, provide safety advice as well as work with other agencies. The service will encourage victims to engage in longer‑term support provided by specialist advocates and collate feedback that the services always reflect the changing needs of people living with abuse.

Our integrated approach provides effective, holistic support for survivors of abuse using a trauma‑informed approach. We have a team of supportive, dedicated, self‑driven individuals who empower clients to make informed choices, helping them to live a life free from abuse.

Job Role

Title: Senior Information, Advice and Guidance Advisor/Caseholder

Position: 1 full‑time position (37.5 hours, Monday‑Friday, 9 am‑5 pm), based at Head Office, Sandwell

Salary: £29,267 - £33,281.98

Closing date: 28 November 2025

Who we’re looking for

We are looking for a dedicated individual to join our dynamic front door service. The ideal candidate will manage a caseload, providing support to victims/survivors within a fast‑paced environment. This individual must be empathetic, approachable and have knowledge about safeguarding around abuse, with opportunity for continued professional development within the organisation.

Responsibilities

This role will be responsible for delivering an effective trauma‑informed approach of first contact, care and support to clients who are victims/survivors of abuse. The postholder will provide immediate high‑quality information, advice and guidance to victims of domestic abuse, offering Tier 1 support (no more than 5 days). This includes an understanding of the current/historic situation, risk assessment, victim impact and decisions on next steps. The senior will lead in more complex circumstances, manage the webchat and other sources of communication and lead on developing resources that can be used within the team and for the benefit of victims. Partner liaison will be essential in responding to victims. The team will work within set targets for response and victims' outcomes.

This is a challenging role that requires a timely response to all stakeholders, excellent interpersonal skills, IT confidence and efficient and organised administration. It is from this first contact that the relationship with BCWA begins.

How to apply

To be considered, click 'apply' and you will be emailed a link to an application form, job description, an equal opportunities form, and details on how to complete your application. CVs will not be accepted.

Important information for all positions

Black Country Women's Aid is committed to safeguarding and promoting the welfare of vulnerable adults, children and young people and expects all staff and volunteers to share this commitment.

Equality and Diversity

All posts are subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975. It will be necessary for an enhanced disclosure to be made to the Disclosure and Barring Service for details of any previous criminal convictions.

Occupational Requirement under Schedule 9 (part 1) of the Equality Act 2010 applies. The post holder must be female.

Employment Checks

As a responsible employer, we adhere to safer recruitment practice and all our employees are subject to the following recruitment checks:

• Right to work in the UK
• Under Section 8 of the Asylum and Immigration Act, we need to ensure that we do not employ anyone illegally. To avoid discrimination, we treat all job applicants equally.
• References: Following your interview, two employment references will be sought. One of these should be your current or most recent employer. If you have finished full‑time education and you have no employer reference, we will accept a reference from a professional from your centre of study (e.g., teacher, lecturer or headteacher), a GP or health visitor, a character reference from a person who knows you, a civil servant from a government agency or a bank manager.
• DBS checks: All positions are subject to DBS checks at the relevant level.