Welfare Benefit Adviser

4 days ago


Norwich, United Kingdom Age UK Norfolk Full time

**Join Age UK Norfolk's Welfare Benefits Team**

**25 hours a week** (Working pattern to be agreed with the successful applicant)

This role will be **hybrid** and partially based at our office in Norwich and may involve a small amount of home visiting. Free parking is provided.

This role requires **a DBS**

**Main Responsibilities**:

- Communicate with clients using a range of means, to extract the relevant information required:

- Written
- Telephone
- Video
- Outreach
- Home Visits
- Maintain up to date information on Welfare Benefits to provide a high-quality service.
- Manage a caseload of clients efficiently, ensuring complex cases are progressed in line with key dates/deadlines.
- Maintain accurate records in accordance audit procedures and funder requirement
- Provide support to the Welfare Benefit volunteers to ensure they receive adequate support and training, contributing to a positive volunteer experience. This will include the review of volunteer work, ensuring any feedback is given in an appropriate format.
- Provide talks and presentations to older peoples clubs and groups and to attend other information and advice events to raise awareness of benefits and entitlements as required
- To work as part of the Information and Advice Team, providing support to the advice line as and when required.
- To work as part of the wider organisation in a collaborative way to share best practice and to promote and refer to other Services when appropriate.
- To directly support Advice outreach delivery for the organisation and maintain relationships with stakeholders as required

**General**:

- To act as an ambassador for Age UK Norfolk.
- To participate in the appraisal scheme and undertake training appropriate to the development of your job role and in line the Organisations statutory obligations.
- To work to the agreed standards and policies of the Organisation including public relations; equal opportunities; confidentiality; complaints procedure; personnel and financial procedures.
- To carry out other duties that are consistent with the responsibilities of the post.

**Person Specification**:Benefit Advice Outreach Coordinator

Essential

Desirable

**Qualifications**

Good basic level of Education in English and Math

x

**Knowledge and Experience**

x

Experience of effective working in a direct customer service role in a busy environment

x

Knowledge of the Advice Quality Standard and the importance of proving accredited advice

x

Experience in an advisory service preferably working directly with Older People

x

A good understanding of the needs and issues affecting Older People from a wide range of backgrounds and communities.

x

Experience of working as a volunteer or with volunteers

x

**Skills and Abilities**

Excellent written and verbal communication skills

x

Excellent interpersonal skills

x

Ability to listen and interpret information

x

Good literacy and IT skills including data entry, MS work, Outlook, and Excel

x

Ability to prioritise ever changing workloads against customer

demands

x

Well organised and efficient

x

**Personal Qualities**

Approachable and friendly

x

Understanding of a commitment to equality of opportunity

x

Team Focused Approach

x

Self-Motivated

x

Flexible

x

Committed to continuously improving service delivery

x

Customer focus

x

Attention to detail

x



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