Main Purpose of the Job:

As an Energy Advisor, you will be a part of Age UK Banes Information & Advice Team. Your role will be to provide accurate and high-quality information and advice to older adults and those supporting them, empowering them to make informed decisions and access vital services. You will deliver advice through a variety of channels, including in-person appointments, telephone enquiries, and home visits. Your role is crucial in ensuring that service users receive timely support, while maintaining accurate records and contributing to the overall success of the Information & Advice service.

You will work closely with the Information & Advice team leadership who oversee the daily operations and quality assurance of the service. You will also support the Supervisor in ensuring that the service meets Age UK’s quality standards and contributes to the organisation’s mission of creating an age-friendly community.

Your commitment to delivering quality services will reflect our three organisational goals, including:

1. We Enable: Our goal is to enable older people to live their lives on their own terms, with dignity, respect, and independence. Creating an age-friendly community that is supportive of older people

2. We Influence: Our goal is to create an age-friendly community that is supportive of older people.

3. We Provide: Our goal is to provide high-quality services that older people have identified as being required.

Key Responsibilities:

Frontline Service Delivery:

Provide high-quality information and advice directly to older adults and their carers through various channels such as telephone enquiries, drop-in sessions, and home visits. Tailor your advice to each individual’s needs, ensuring it is accurate, relevant, and up to date. Collaborate with the Community Wellbeing Hub to refer service users to additional support and resources where appropriate, ensuring they have access to a comprehensive range of services.

Client Record Keeping:

Maintain accurate and confidential records of all client interactions, ensuring that case notes are entered promptly into the organisation’s client management system (CRM). Follow the organisation’s data protection policies and ensure that all records meet the standards set by Age UK B&NES and the Community Wellbeing Hub. Provide timely updates and statistics to the Information & Advice Supervisor to support service evaluation and improvement efforts.

Service Quality and Compliance:

Adhere to the procedures and guidelines provided by the Information & Advice Senior Lead, ensuring that all advice given meets Age UK’s national quality standards and complies with organisational policies. Regularly review your own performance and quality of advice, and provide feedback to the Senior Lead to help improve service delivery. Collaborate with the Community Wellbeing Hub to ensure the advice provided is consistent with the Hub’s broader objectives and quality standards.

Collaboration with the Supervisor:

Work closely with the Information & Advice Supervisor and Senior Lead to ensure that the day-to-day operations of the service run smoothly. Report any challenges, successes, or feedback from service users to the Supervisor or Senior Lead, contributing to continuous service improvement. Collaborate with the Supervisor to ensure that the service provided is consistent with the goals of the organisation and integrates effectively with the Community Wellbeing Hub.

Publicity and Promotion:

Support the promotion of the Information & Advice service by participating in community outreach, fundraising, and promotional events. Act as a positive representative of Age UK B&NES and the Community Wellbeing Hub, ensuring that service users are aware of the full range of available services and resources.

General Duties:

Engage in regular training and development opportunities to ensure that your knowledge and skills remain current. Attend staff meetings, away days, and other events as required. Provide occasional relief cover for reception or other duties as needed. Ensure compliance with health and safety regulations and support the Supervisor in maintaining a safe working environment, following any guidance provided by the Community Wellbeing Hub where applicable.

The above items outline the main duties and responsibilities of the post and are designed to give an accurate flavour of the nature and scope of this post. However, they do not represent an inclusive list of all the duties required.

COMPETENCIES

· Empowerment: We believe in empowering older people to live their lives on their own terms, with dignity, respect, and independence.

· Inclusion: We believe in working with older people to create a diverse and inclusive community, where everyone can participate and contribute. We challenge ageism wherever we find it, and work to promote positive images of aging.

· Collaboration: We believe in working collaboratively with older people and others, to create positive change and achieve our shared goals. Quality: We are committed to delivering high-quality services that meet the identified needs and priorities of older people, and to continuously improving our practices and processes.

· Accountability: We are accountable to the older people we serve, our community, our funders, and our stakeholders, and we are committed to being transparent and responsible in our actions.

Relevant Functional /Technical Skills or Industry Experience

Essential

Good standard of education demonstrating excellent numeracy, literacy. Fluent in English. Good IT / computer skills. Competent using Microsoft 365 and Outlook

Awareness of the complex needs of deprived areas and the roles the public, private and voluntary sectors play in supporting and tackling them.

The ability to work with older people and their support network and have an empathy and understanding of working with vulnerable households, low income and/other protected and/disadvantaged groups.

Excellent time management skills and able to meet deadlines, and keep calm under pressure. Self-motivated to achieve success & ability to inspire and motivate others.

Tact and diplomacy when liaising with a wide range of organisations and communities.

Excellent written and oral communication skills.

Able to competently utilise databases for case recording and record management.

Commitment to the aims, objectives and policies of Age UK B&NES.

Commitment to promoting and supporting equality and diversity.