Job Purpose: To develop and manage, to a high standard, Age UK Bromley & Greenwich’s Information and Advice Service. To be responsible for the effective delivery of the I&A Service which will be delivered through a range of channels, including face to face, telephone, email, digital, and other means, across the Bromley and Greenwich boroughs. Key Responsibilities: Line management and supervision Provide line management and supervision to advisers and support staff. Supervising team advice sessions and casework Manage the practicalities of the advice session and ensure adequate staffing and resources. Undertake monthly supervision with individual team members and annual appraisal. Ensure referrals are actioned and clients are supported in a timely manner. Develop team competence in key advice areas. (Benefits, Housing, Social care) Provide technical support to advisers and identify areas of further development for individuals and the team. Support learning and development Support the team to embrace continuous learning and development and provide timely feedback on cases reviewed. Make recommendations for staff training and development areas of need. Staff recruitment and development Create a positive working environment in which equality and diversity are well-managed, dignity at work is upheld and everyone can do their best. Participate in recruitment and selection activities as delegated. Undertake new staff induction. Ensure the team receive appropriate support, supervision and appraisal and have opportunities for continuous learning and development. Quality assurance and reporting Undertake Independent File Reviews ( IFR) and monitor the quality to meet quality standards and service level agreements Maintain and develop QAS/ AQS standards incl. renewal process. Ensure remedial and developmental issues are identified and acted on to develop individuals, improve the quality of advice, and ensure clients do not suffer detriment due to poor or inadequate advice. Keep technical knowledge up to date and provide technical support to advisers. Maintain a case load as demonstration of ongoing personal development and learning. Undertake advice work as required e.g. during staff absences. Provide statistical reports on outputs and outcomes as required by funders and management Review and implement outcome measures for the work of the I&A team, including an annual survey of clients. Partnership working and development To manage networking/ liaison with other local key stakeholders and organisations and feed into wider local engagement and community development work. Develop effective partner relationships with referral agencies across both boroughs, and to refer/ signpost cases to external agencies as appropriate. Represent the organisation at outreach and community events as required, continuing to raise the organisational profile and develop wider awareness of our services. Work with colleagues to develop marketing materials, give talks and presentations, identify outreach opportunities. Identify opportunities to develop and grow the wider information and advice service