Role: Information and Advice Manager
Department: Information and Advice
Reports To: Chief Executive Officer
Location: Aberdeen Walk, Scarborough
Salary: Point 4c - £31,188
Hours: 5 days per week (37.5 hours)
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, 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?
The purpose of this role is to develop and lead a team of dedicated Information and Advice employees and volunteers, and to provide a high-quality service for people aged 50+ on information and advice, covering a range of issues including energy advice, welfare benefits, care issues and local services. As a leader, you will ensure that our service meets all the relevant quality standards and is a respectful and inclusive service.
Leadership
* Work with and manage the team of Information and Advice employees and volunteers, to provide a friendly and efficient service with sufficient cover and function as a gateway to our services across Whitby, Scarborough, and Ryedale.
* Inspire, motivate and lead a team of employees and volunteers who are enthusiastic about supporting our fifty plus community to lead a more fulfilling life.
* Create an environment of continuous learning and the opportunity for employees and volunteers to develop their skills and knowledge to support others to achieve to their goals.
Communication
* Effectively communicate organisational policies, changes to benefits and services and other information to employees and volunteers in a timely manner.
* 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.
Quality standard
* Stay informed of developments in benefits, rights and other issues relating to older people, including attendance at trainings and updating events, and to ensure that the Information and Advice team is appropriately informed.
* Ensure all staff and volunteers adhere to principles of a quality of standard in information and advice, ensuring that feedback from users is received, analysed and considered on a regular basis and to be the lead in arranging and conducting more formal service evaluations.
* Maintain and oversee records using Salesforce and other systems which enable the work of the service to be recorded, monitored and evaluated.
Development of service
* To develop and implement a programme of Information and Advice Drop-In services across Whitby, Scarborough and Ryedale, ensuring a full team of trained staff and volunteers are available to support in all areas.
* In conjunction with the Information & Advice team, deliver outreach promotional activity to market the service across Whitby, Scarborough, and Ryedale, including events and social media.
* To represent Age UK NYCM at meetings, networking events and community events to promote the Information and Advice 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?
We will require a DBS check prior to you commencing working with us. We also look for the following skills and qualities:
ESSENTIAL CRITERIA
* Experience and skilled in providing information, advice and assistance.
* Understanding of the issues and needs affecting older people and their carers.
* Knowledge of services available to older people from statutory, voluntary and private providers.
* Knowledge of the statutory UK framework of benefits and pensions for individuals and financial support available from charities.
* Ability to supervise, support and develop individuals and successfully managing a team of staff or volunteers.
* Commitment to incorporating equality and diversity principles in all aspects of work.
* Excellent written and verbal communication skills for communication with funders, staff, volunteers, service users and service providers.
* Ability to plan, record, organise and delegate work appropriately and the ability to set and work to clear targets.
* Excellent written and verbal communication skills for communication with funders, staff, volunteers, service users and service providers.
* IT literate including Microsoft Office and use of the internet.
DESIRABLE CRITERIA
* Experience of working with databases.
* Experience of service development or managing change.
* Experience of working in the voluntary sector in a paid or unpaid capacity.
This role description is not intended to be exhaustive in every respect, but rather to clearly define the fundamental purpose and responsibilities of the role. In addition to the contents of this role description, employees are expected to undertake any and all other reasonable and related tasks allocated by line management.
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.
* Annual away day.
* Staff Christmas celebration.
* Access to a blue light card.
* Cycle to work scheme.
* Electric car lease scheme.
* Employee Assistance Programme with Health Assured.
* A Specsavers eye test voucher worth £19 for VDU users.
The application window will close at 12:00 pm on 3 March 2026. 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 Types: Full-time, Permanent
Pay: £31,188.00 per year
Benefits:
* Bereavement leave
* Cycle to work scheme
* Free flu jabs
* Health & wellbeing programme
* Life insurance
Work Location: In person