Age UK is currently recruiting for an exciting new position within the charity, Head of Advice & Support Services on a 12 month fixed-term basis. This role is responsible for the delivery of our National Advice Line and Connect & Support Services. These vital services support our new strategic ambition of tackling poverty and reducing inequalities in older people through the successful delivery of information, advice and accessibility of benefits older people are entitled to.
The successful incumbent will oversee 70+ FTE colleagues, who respond to over 200,000 enquiries per year from older people and their families and carers across the nation, and will manage a £2+ million budget annually. If you have been in a strategic leadership position overseeing a Helpline, Advice or Information service, please review the job description below for a more exhaustive list of responsibilities and apply.
This role can be based at our offices in Blackpool, Devon (Ashburton) or London with hybrid working arrangements where colleagues split time between the office and home working. Travel and overnight stays will be required to regularly attend other offices and our local Age UK network partners who are based across the nation. This will be approximately 4-6 times per month.
Age UK internal grade (4N / 4L).
Must haves:
- Leadership experience at a senior level (senior manager / head of department equivalent).
- Extensive understanding of and significant experience managing large-scale information, advice and helpline services (large team and/or large geographical area; answering 20,000+ enquiries per year), which included supporting individuals with at least one of welfare benefits, housing, or health and social care issues.
- Significant experience managing large budgets (£1m+ per year), contract/grant management (£100k+), and contract & budget reporting.
- Experience delivering services in compliance with an externally audited or assessed quality standard (e.g. Advice Quality Standard).
- Expert knowledge and understanding of safeguarding, and the processes and procedures that support the delivery of safe services at scale. Experience of taking decisions that balance service user confidentiality with risk of serious harm.
- Knowledge and experience of measuring, evaluating, and demonstrating impact.
- A proven track record of motivational leadership, creating a positive team culture, and providing opportunities for colleagues personal and professional development (both immediate line reports and throughout wider teams).
- Excellent communication skills and experience of working collaboratively in a fast paced, complex environment - building networks with a diverse range of people at different levels of seniority across divisions and specialities in large organisations.
- Experience leading and delivering large, complex change programmes (including service design, technology, people etc.)
- Experience of involving volunteers in service delivery
Great to haves:
- Experience of working in charities and/or a federated structure
- Understanding of the policy and fundraising landscape for information, advice, and support services
- Knowledge and experience of technology change/improvement programmes, and using digital platforms and technology to deliver and support the efficient and effective delivery of services at scale.
What we offer in return
- 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, Cycle to Work Scheme and Season Ticket Loan
- Techscheme - 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.
Additional Information
For a full list of benefits please click here https://about-us/jobs/employee-benefits/
All CVs will be anonymised by our recruitment system when you apply for a role at Age UK. Please note that our system is unable to anonymise cover letters, and we would therefore ask that to support the work we are doing on making our recruitment selection process fairer and more unbiased, that you remove any personal information from your cover letter/supporting statement, including your name before uploading this. All equalities monitoring information is also anonymised and not shared with the hiring panel. Your name and address will only be known to us once you are invited for an interview.
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. We guarantee an interview to disabled candidates who meet the minimum criteria under the Disability Confident Scheme. Please note that on occasion, due to high numbers of applications, 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.
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.
Early application is encouraged as we will review applications throughout the advertising period and reserve the right to close the advert at any time.
Age UK politely requests no contact from recruitment agencies or media sales. We do not accept speculative CVs from recruitment agencies nor accept the fees associated with them.