Information & Advice Advisor
Department: Information & Advice
Reports To: Information & Advice Manager
Location: Aberdeen Walk, Scarborough
Salary: Point 2e (£24,833 p.a. full time)
Hours: Full Time.
Start Date: ASAP
Contract Terms: Permanent
OVERVIEW
Age UK North Yorkshire Coast & Moors is an independent charity but part of the Age UK family. That means we are a local charity for local people and donations stay where they are needed, on the North Yorkshire coast and the former districts of Scarborough and Ryedale in North Yorkshire.
We work with other Age UKs and our national charity to increase our impact on the over 50s, but we provide services that are exactly what our residents need here. A perfect blend of national and local services working together.
OUR INFORMATION AND ADVICE TEAM
Advice is available daily from our Scarborough Office, and home visits (bookable in advance) for those clients who would not otherwise be able to visit us and where telephone or remote advice is not practical. We aim to support our clients as much as possible and build a relationship to provide the most appropriate and holistic help.
We help people aged over 50 in the key advice areas, including benefits, energy, housing, social care, and money problems.
VISION, MISSION, VALUES AND OBJECTIVES
Locally we have a vision of communities where older people are valued, listened to, and can access services which means they can lead a more fulfilling older age.
Our mission is to achieve that vision in three ways:
1. By being an advocate and voice of the needs and views of older people, arguing for societal change locally, nationally and internationally.
2. By building our services with older people at their core. We want our services, and those of our partners, to be informed by our older population to ensure they provide services of the highest quality and relevance.
3. Providing more services that are relevant to the needs of older people, filling gaps where there is insufficient quality or provision.
Our Values continue to be an organisation that is respectful, inclusive and empowering, aiming to provide the highest quality services to people.
WHAT ARE YOUR KEY RESPONSIBILITIES?
As an Information and Advice Energy Worker, the main priority of your role is to provide a high-quality service for people aged fifty plus on information and advice covering a range of issues including welfare benefits, local services, and energy advice. To ensure that our service meets all the relevant quality standards and offer a respectful, holistic, and inclusive service.
The main responsibilities of the role are:
Communication
* Effectively communicate with clients, colleagues, and public via effective listening, questioning, and responding effectively.
* Have a sincere interest in our client's needs and develop a service where employees and volunteers strive to find and provide the best solution to their problems.
* Deliver outreach promotional activity to market the service across the Scarborough and District area including events.
Administration
* Stay informed of developments in benefits, rights and other issues relating to older people, including attendance at trainings and updating event.
* Demonstrate the importance of collecting data for the purpose of meeting the requirements of the service, audit purposes and for the next advisor to take forward.
* Maintain and oversee records using Salesforce and other systems which enable the work of the service to be recorded, monitored, and evaluated.
Other
* Inspire, motivate, and support colleagues and volunteers who are enthusiastic about supporting our fifty plus community to lead a more fulfilling life.
* Contribute to an environment of continuous learning and development.
* Attend training courses which may include travel.
* To perform all duties and responsibilities in accordance with Age UK North Yorkshire Coast & Moors' current policies and procedures and remain up to date with any updates or amendment.
* To represent Age UK North Yorkshire Coast & Moors at meetings, networking events and community events to promote the Information, Advice and Energy service.
The general responsibilities of the role are:
* To undertake any other duties commensurate with the level of the role
* Embrace diversity and share in our commitment to equality of opportunity and to eliminating discrimination.
* Share our commitment to safeguarding.
* Use the charity's resources efficiently and effectively to ensure that our financial resources are demonstrably used for the benefit of our service users.
WHAT SKILLS AND EXPERIENCE ARE WE LOOKING FOR?
As an Information and Advice Energy Worker, we will require a DBS check prior to you commencing working with us. We also look for the following skills and qualities:
Essential:
* Experienced and skilled in providing information, advice and assistance in a customer facing role.
* Empathic to the issues and needs affecting older people and their carers.
* Demonstrate your experience and ability to: remote working, self-motivation and maintain confidentiality.
* Ability to deal with demanding situations in a calm, effective non-confrontational manner when advising clients.
* Commitment to incorporating equality and diversity principles in all aspects of work.
* IT literate including Microsoft Office and use of the internet.
Desirable:
* Be able to drive and have access to a car (full expenses paid).
* Be qualified or work towards gaining a qualification in Energy advice.
* Knowledge of the statutory UK framework of benefits and pensions for individuals and financial support available from charities.
* Knowledge of services available to older people from statutory, voluntary, and private providers.
WHAT CAN WE OFFER YOU?
In addition to a contributory pension and a supportive environment, we offer the following benefits to all our employees:
* Insurance in the event of death in service.
* Salary Sacrifice pension scheme option
* Annual away day.
* Staff Christmas celebration.
* Access to a blue light card.
* Cycle to work scheme.
* Electric car lease scheme.
* Free flu jabs.
* Employee Assistance Programme
The application window will close at 9:00 a.m. on 21 October 2025. We reserve the right to discontinue the advert prior to this date if a suitable candidate is identified. We encourage applicants to submit their applications early.
Job Type: Full-time
Pay: £24,833.00 per year
Benefits:
* Bereavement leave
* Company events
* Cycle to work scheme
* Free flu jabs
* Health & wellbeing programme
* Life insurance
* Sick pay
Work Location: In person