As the Information and Advice Supervisor, you will play a critical role in ensuring the smooth operation and quality of services within the Information, Advice and Signposting (I&A) team.

In collaboration with the Senior Lead, you will supervise a dedicated team of staff and volunteers, ensuring they have the guidance, training, and support needed to deliver high quality advice services. You will manage the scheduling and operations of the I&A service, while also handling a caseload to stay actively engaged in frontline work.

You will be responsible for overseeing the day-to-day activities of the service, ensuring that older adults and their families receive accurate, accessible, and timely information and advice. Your work will directly contribute to empowering older people to make informed decisions, supporting them in accessing essential services and resources.

A key part of the role will include maintaining quality standards, ensuring compliance with internal policies and external regulations, and contributing to the continuous improvement of the service. This will include file review and case checking of the advice team.

By working closely with the Senior Lead, you will contribute to the strategic development of the service, ensuring that it evolves in response to community needs and feedback. You will be instrumental in supporting the organisational vision of creating an age-friendly community that is responsive to the needs of older people, fostering inclusion, empowerment, and collaboration at every level of service delivery.

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

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.

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

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

Key Responsibilities

Supervision of Information & Advice Services

Supervise the day-to-day operations of the Information & Advice (I&A) services, ensuring efficient and effective delivery in line with the strategic direction set by the Senior Lead and in coordination with the Community Wellbeing Hub. Ensure that services align with the wider objectives of the Hub, maintaining strong communication and collaboration with Hub partners. Oversee the scheduling of appointments, drop-in services, telephone enquiries, and home visits. Ensure adequate staffing levels and service quality, maintaining compliance with internal policies and procedures.

Service Delivery

Ensure the I&A services meet operational requirements and contractual obligations, supporting the Senior Lead in delivering a high standard of service. Maintain an active caseload to stay engaged with frontline service delivery and provide support to staff when needed. Lead on the Warm Homes Project and support the Community Energy Network Project.

Service Monitoring & Data Management

Ensure accurate and timely recording of all client interactions and service data, using the organisation’s systems, this may include some project reporting to Senior Lead and/or funders. Provide regular updates, data, and statistics to the Senior Lead to support service monitoring, evaluation, and improvement initiatives. Collect feedback from service users to help inform ongoing development.

Publicity & Promotion

Assist the organisation in promoting the I&A services, participating in fundraising and community events to raise the profile of the service. Ensure that information about the I&A services is effectively shared within the community.

Staff & Volunteer Supervision and Training

Supervise and support the I&A staff and volunteer team on a day-to-day basis. Provide regular technical supervision, ensure access to up-to-date resources, and deliver relevant training as required. Work closely with the Senior Lead to support staff development and ensure that volunteers and staff are well-prepared to meet service needs.

Supporting the Senior Lead

Collaborate closely with the Senior Lead, keeping them informed of key operational developments, challenges, and progress within the I&A services. Support new service developments, including those involving the Community Wellbeing Hub, and contribute to improving service quality and outcomes.

General Responsibilities

Maintain your own professional development by attending relevant training and development opportunities. Participate in team meetings, away days, and other staff events as required. Ensure daily compliance with health and safety regulations, supporting the Senior Lead in maintaining a safe working environment. Be prepared to work flexibly, taking on additional tasks when necessary to meet the needs of the organisation.

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 creating 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 others, to create positive change and achieve our shared goals.

Quality: We are committed to delivering high-quality services that meet the needs of our community, and to continuously improving our practices and processes.

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

Person Specification

Relevant functional/technical skills or industry experience

Criteria

Essential/Desirable

Experience

3-5 years experience and training in information & advice giving, including welfare rights and benefits.

Experience of staff or volunteer supervision and/or management. Technical knowledge of welfare benefits system, included means tested and non-means tested benefits.

Experience supporting staff with technical queries and casework. Training Staff in technical areas of benefits advice.

Experience of Quality Assurance and Standards in an advice service.

Clean Driving License and access to own vehicle, including business insurance (this role requires home visits to clients to offer at home support for welfare and benefits advice).

Experience of developing new services and systems/ an interest/or experience in developing services to meet changing service and community needs.

Experience of the voluntary sector and inter-agency working.

Experience of working with older people would be an advantage.

Experience of delivering training courses and/or presentations to small groups.

Ability to promote the service to external organisations.

Experience of fundraising for charities or third sector organisations

Skills & Abilities

Excellent IT skills across MS365, Teams, Databases, and learning new IT Skills

Team working and collaboration skills, and the ability to lead and form strong interpersonal relationships.

Strong communication skills, both written and verbal, including numeracy.

Organisational skills, ability to prioritise and meet deadlines.

Ability to remain calm under pressure.

Ability to be self-reliant with a confident and friendly approach.

Knowledge and understanding

.

Education & Training

Qualifications at higher education level or

Equivalent

Any additional specialisms or qualifications in legal, financial, energy, or care matters.

Other job- related requirements

Able to work outside normal office hours when necessary, on occasion.

Have use of a car and travel to events and meetings within and around B&NES.

Personal Attributes & Wider Sector Knowledge

· A real understanding of customer services and the ability to relate both to the communities who engage with Age UK B&NES services, as well as those who commission them.

· Understanding of the issues affecting the lives of older people and their carers.

· Understanding or experience of the health, social care, care, community support sector, or other parts of the voluntary sector.

· Understanding of the difficulties faced by disadvantaged groups in accessing information and advice services, particularly the stigma around benefits and financial support.

· An interest in and awareness of the needs of older people, and making communities more age friendly and accessible.

· A willingness to learn and practice continuing professional development

Standard Clauses:

Equal Opportunities: The postholder will be expected to adhere to the organisation’s Equal Opportunities Policy in all aspects of their work.

Health & Safety: The postholder will be required to abide by the organisation’s Health & Safety Policy and the requirements of the Health and Safety at Work Act and to ensure that on a day to day basis this is observed by all Staff / Volunteers involved with the group(s).

Confidentiality: The postholder will be expected to adhere to the organisation’s Confidentiality Policy at all times.

DBS Check: Confirmation of appointment to this post will be subject to a satisfactory DBS check

Age UK B&NES does not intend for, or regard, this job description to be contractually binding on the Charity and reserves the right to review, amend and update to meet the demands of the organisation.

To apply for this role, please visit our website to download and complete an application form: www.ageuk.org.uk/bathandnortheastsomerset/about-us/work-for-us/ Send the completed application and equalities monitoring forms to Janice Book in HR. Email: janice.book@ageukbanes.co.uk If you have any questions about the role or would like to arrange an informal discussion, please email Louise Judge - Information, Advice, and Signposting Senior Lead. Email: louise.judge@ageukbanes.co.uk