Age UK is hiring Customer Advisers to join our National Advice Line!
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. This is a rewarding but sometimes challenging role. You will speak to older people facing a wide range of situations, including loneliness, financial difficulty, and occasionally safeguarding concerns.
If you are passionate about helping others while providing an excellent customer service, this may be the role for you.
Working Conditions
Hybrid working between home and our offices in Blackpool or Ashburton (a robust home broadband connection is essential). The team works from the office occasionally, 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 1 hour 30 minutes commute.
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.
Applications close Monday 13th July 2026.
Must haves
- Experience of computer-based systems, applications, and keyboard skills
- Experience of working to set time scales
- Ability to communicate with a wide range of people in a professional manner
- Ability to deal with difficult and distressed callers calmly and politely
- Ability to handle confidential, sensitive information and personal details professionally and in line with current legislation
- Commitment to customer care and equal opportunities
- Good numeracy and literacy skills
- Accurate data entry skills
- Excellent communication skills including a confident telephone manner
Great to haves
- Experience of working in a contact centre or call centre environment
- Experience of providing information and signposting on a broad range of subjects
- Knowledge of issues which affect older people
What we offer
- Competitive salary, 26 days annual leave + bank holidays + annual leave purchase scheme
- Excellent pension scheme, life assurance, Health cashback plan and EAP
- Car Benefit Scheme and Cycle to Work Scheme (subject to affordability), and Season Ticket Loan
- Tech scheme – buy any tech from Apple or Currys, up to £1000, and spread the cost over 12 months, interest free
- Blue Light Card Scheme
- You Did It Awards – recognition awards from £100-250
- Many additional benefits
Equal Opportunities & Disability Confident Scheme
Age UK is an Equal Opportunities employer and positively encourages applications from suitably qualified and eligible candidates, regardless of age, sex, race, disability, sexual orientation, gender reassignment, religion or belief, marital/civil partnership status, or pregnancy and maternity. Age UK is a Disability Confident Scheme employer. Due to high numbers of applications received, Age UK reserves the right to limit the overall number of interviews offered, and therefore, it may not always be practicable or appropriate to interview all disabled people that meet the minimum criteria for the job.
Reasonable adjustments
Disabled job seekers can access reasonable adjustments at any stage of the recruitment process. All requests for reasonable adjustments are considered on a case‑by‑case basis, in collaboration with the disabled job seeker to best meet their needs. Disability disclosures will be kept confidential and only shared on a need‑to‑know basis to support the implementation of adjustments. Disclosures will not be used to inform hiring decisions.
Age UK is committed to safeguarding adults at risk, and children, from abuse and neglect. We expect everyone who works with us to share this commitment.
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