Information & Advice Officer (Benefits Adviser)

Duties and Responsibilities To provide accurate and accessible information and advice to the public working within the framework of Quality Counts standards, Quality of Advice Audit recommendations and agreed performance targets. To create and maintain accurate client records and files on the organizational database and ensure confidentiality of information records in keeping with GDPR. To keep up-to-date with relevant local and national services, policy developments and benefits by reading, accessing internet -based information and attending training. To ensure that information is provided in a form that is readily accessible and understandable to the enquirer.

To maintain monitoring and evaluation procedures in order to produce regular reports and statistical returns to the line manager. Provide day-to-day support to I&A volunteers; monitoring advice provided and inform Senior Team Leader of any learning and development needs of volunteers. To identify service improvements from customer feedback and other relevant evidence and recommend these through the line management structure. To develop and maintain effective working relationships with key stakeholders of the organisation, other advice organisations, internal teams, other Age UKs and local third sector and statutory organisations.

Contribute to the development of the Information and Advice Service to ensure that the Service responds to the needs of diverse communities throughout Coventry and Warwickshire. Represent AUKC&W at relevant advice forums and networks as required. To participate as a member of the wider AUKC&W team. To undertake such other duties as may be reasonably required, consistent with the nature and grade of the post.

Undertake outreach sessions at Age UK offices/Community venues and home visits throughout Coventry and Warwickshire. All staff have an individual responsibility to comply with the organisations policies and practices.