Job Role Summary:
To manage the Information and Advice Service, overseeing triage, case allocation, the coaching and support of an Advisor and Service Volunteer, reporting to Commissioners and maintaining the Age UK England Service Quality Mark.
Job Role Responsibilities:
To manage the I & A Service through the management of referrals, allocation of cases and triage support.
To ensure staff and volunteers within the team have up to date welfare benefits knowledge, are trained to use the CRM system and able to appropriately record the case work undertaken.
To monitor the quality of the advice given and case recording in line with Age UK England’s Quality Standards.
To provide supervisory coaching and mentoring to the Welfare Benefits Advisor.
To provide buddy support to the Service Volunteer Administrator.
To work directly with I & A Clients through case work and one-off support.
To undertake case record checks and provide staff training and support to maintain the quality of service record keeping.
To devise Service Reports for Age UK England and Commissioners.
To ensure the service meets its KPI targets and outcomes as set out by the Charity.
To act as liaison with Age UK England I & A Quality Mark personnel and their national I & A Service Team.
You will need:
A Level 3 or above relevant management qualification (or committed to undertaking this level of training once in post)
A minimum of 2 years direct client welfare benefits advice.
A minimum of 2 years’ service management experience.
An understanding and experience of data protection and managing GDPR
Experience of working with CRM systems for processing and storing client data.
Experience of collating statistical data for reports and case studies demonstrating the value of the service provided.
Experience of providing guidance regular supervision and day to day management of service delivery and staff.
Experience of working as part of a team for continuous improvement and development of the Charity.
Experience of working to a prescribed service quality standard.
An understanding of and a personal commitment to meeting the aspirations and needs of all older people.
Commitment to ensuring that the charity’s values are embedded in all aspects of the work
Key information
- Employer: Age UK Tameside
- Locations: Tameside
- Role Type: Permanent
- Working Hours: Full-Time
- Working Hours Per Week: 35
To apply for this role:
Send an up to date CV to customerservice@ageuktameside.com