Customer Adviser

Age UK is hiring
Customer Advisers
to join our National Advice Line

We are still in a cost-of-living crisis and the proposed changes to the winter fuel payment criteria mean that many older people in the UK are in desperate need of advice and support. As a
Customer Adviser
, you will be playing an important role in this vital service; providing information and advice for older people in need, and signposting them, their families, carers and other professionals to relevant bodies that can help with their specific requirements.

Our team of
Customer Advisers
are dedicated to providing a high-quality service to those in later life and are passionate about ensuring all callers receive the guidance and support they need. The team handles thousands of calls, emails and webchats each year. Some of these enquiries can be emotionally tough, but there is no better feeling than knowing that you have helped someone.

If you are passionate about helping others while providing an excellent customer service, this may be the role for you.

This role offers hybrid working between home and our offices in Blackpool and Ashburton (a robust home broadband connection is essential). The team work from the office at least one day a week, although this can be more if you prefer. You will need to live within an easily commutable distance of the office either by car or public transport, we suggest up to an hour's commute. During the probation and training period you may be required to come into the office 2-3 days a week. We are currently trialling fortnightly office attendance, but this could be subject to change in future.

The Advice Line is open from 8am to 7pm, 365 days of the year and you will be required to work a variety of shifts including some weekends and bank holidays. Full time contracts are for 35 hours per week.

In your Supporting Statement, please include examples of how you meet the Must Have criteria below.

Last date for applications Monday 17th November 2025.

Must haves:

The below competencies will be assessed at the indicated stage of the recruitment process:
Application = A, Interview = I, Test = T, Presentation = P

Experience

• Experience of computer-based systems, applications, and keyboard skills.
  A, I, T
• Experience of working to set time scales.
  A, I

Skills and Knowledge

• Ability to communicate with a wide range of people in a professional manner.
  I
• Ability to deal with difficult and distressed callers calmly and politely.
  I
• Ability to handle confidential, sensitive information and personal details professionally and in line with current legislation.
  I
• Commitment to customer care and equal opportunities.
  A, I
• Good numeracy and literacy skills.
  A, T
• Accurate data entry skills.
  A, T
• Excellent communication skills including a confident telephone manner.
  I

Personal attributes

• Personal resilience in dealing with difficult and distressed callers whilst managing own wellbeing.
  A, I
• Flexible approach to hours of work
  . I

Great to haves:
The below competencies will be assessed at the indicated stage of the recruitment process:
Application = A, Interview = I, Test = T, Presentation = P

Experience

• Experience of working in a contact centre or call centre environment.
  A, I
• Experience of providing information and signposting on a broad range of subjects.
  A, I

Skills and knowledge

• Knowledge of issues which affect older people.
  A, I

What we offer in return

• Competitive salary, 26 days annual leave + bank holidays + annual leave purchase scheme
• Wellbeing days - 2 paid days per year (pro rata for our part-time colleagues)
• Excellent pension scheme, life assurance, Bupa health cashback plan and EAP
• Car Benefit scheme, Cycle to Work scheme
• Home & Tech - apply to buy any Home & Tech items from 'Currys' & 'IKEA', up to £1000, and spread the cost over 12 months, interest free.
• Blue Light Card scheme
• You Did It Awards - recognition awards from £

Additional Information