Appointments available from Trainee to Level 4
Location: Swansea office, with home working and travel throughout Swansea, Neath Port Talbot and Bridgend
Hours: 18–35 hours per week, negotiable
Salary: £25,170 – 29,320 per annum, 35 Hour full-time equivalent and pro rata for part-time hours.
Contract: 12-month fixed-term contract
Start date: Monday 5 October 2026
Closing date: 9:00am on Monday 17 August 2026
DBS: This role is subject to an Enhanced DBS check
Be the person someone is relieved to speak to
Every day, older people and their families contact us because they are worried, unsure where to turn or facing decisions that feel overwhelming.
Sometimes they need practical advice. Sometimes they simply need someone who will listen, understand their circumstances and help them take the next step.
As an Information & Advice Officer, you could be that person.
One day, you may be helping someone understand their welfare-benefit entitlement. The next, you could be supporting a family to navigate health and social care, completing an important form, researching a housing issue, attending a community event or helping someone regain confidence following a difficult experience.
If you are passionate about helping people, enjoy solving problems and want to make a genuine difference every day, we would love to hear from you.
A banded role with opportunities at different levels
We know that excellent advisers come from different backgrounds and have different levels of experience.
That is why we are recruiting across five appointment bands, from someone looking to begin a career in information and advice through to an experienced adviser able to manage complex enquiries independently.
The advertised salary range represents the following separate bands:
- Trainee Information & Advice Officer: £25,170
- Level 1 Information & Advice Officer: £26,426
- Level 2 Information & Advice Officer: £27,664
- Level 3 Information & Advice Officer: £28,483
- Level 4 Information & Advice Officer: £29,320
All salaries are full-time equivalent and will be paid pro rata where fewer than 35 hours are worked.
The salary range is not a negotiable range for a single role. Appointment will be made at the band that best reflects the successful candidate’s demonstrated knowledge, skills, experience and ability to work independently.
You do not need to decide your final appointment band before submitting your initial Indeed application.
Our full Candidate Pack explains the expectations, responsibilities and salary for each band. You are welcome to read it before applying, but this is not required at the initial application stage:
https://www.ageuk.org.uk/cymru/west-glamorgan/get-involved/work-for-us/information--advice-officer--trainee-to-level-4/
About the role
You will join our friendly and experienced Advice Quality Standard-accredited Information & Advice Service, providing trusted, independent and person-centred support to older people, their families and unpaid carers.
Our service covers a wide range of subjects, including:
- welfare benefits and entitlements;
- health and social care;
- housing;
- advocacy and rights;
- community services; and
- practical support.
Support is provided through:
- telephone appointments;
- face-to-face appointments;
- email and digital enquiries;
- home visits where appropriate; and
- community outreach events.
You will listen carefully to each person, understand their individual circumstances and help them identify the most appropriate next steps. This could involve providing information, offering advice, completing forms, researching an enquiry or referring someone to another specialist service.
You will also maintain accurate and confidential case records and contribute to the continued quality of our Advice Quality Standard-accredited service.
The exact responsibilities and level of independence will depend on the band at which you are appointed.
At Trainee level, you will receive structured training and close support while developing your knowledge and confidence.
At more experienced levels, you will take greater responsibility for managing a caseload, researching enquiries and resolving more complex issues independently.
Our most experienced officers will also support, mentor and share their knowledge with colleagues.
Across all appointment bands, you will:
- listen carefully and accurately identify clients’ needs;
- provide appropriate information, advice, practical support or signposting;
- maintain accurate and confidential case records;
- work in accordance with our Advice Quality Standard procedures;
- recognise and respond appropriately to safeguarding concerns;
- contribute positively to a supportive and collaborative team;
- keep your knowledge current through ongoing learning and development;
- represent Age Cymru West Glamorgan professionally;
- attend community events and build relationships with partner organisations; and
- help ensure every client receives a respectful, person-centred service.
About you
We welcome applications from people at different stages of their careers.
You may already be an experienced information and advice professional, or you may have developed relevant transferable skills through customer service, administration, community work, housing, welfare benefits, advocacy, health and social care or the voluntary sector.
For trainee applicants, your values, transferable skills and willingness to learn are more important than previous advice-sector experience.
For appointment at Levels 1 to 4, you will need to demonstrate the level of advice knowledge, experience, caseload-management ability and independence described in the Candidate Pack.
Across all bands, we are looking for someone who can demonstrate:
- a genuine commitment to helping people;
- the ability to listen carefully and understand individual needs;
- strong verbal and written communication skills;
- empathy, patience and sound professional judgement;
- the ability to read, understand and explain sometimes complex information;
- good organisation and time-management skills;
- confidence using IT and learning new digital systems;
- an understanding of confidentiality, safeguarding and professional boundaries;
- the ability to work independently and contribute positively as part of a team;
- flexibility, resilience and a willingness to embrace change;
- a commitment to continuous learning and professional development; and
- a commitment to providing high-quality, independent and person-centred support.
Depending on the appointment band, relevant knowledge or experience may include:
- welfare benefits;
- housing;
- health and social care;
- advocacy;
- consumer rights or human rights;
- managing an information and advice caseload;
- researching and resolving complex enquiries;
- working within an Advice Quality Standard-accredited service;
- training or mentoring colleagues or volunteers;
- working within the third sector; or
- a Level 3 qualification in Advice and Guidance or a similar subject.
The ability to speak Welsh would be advantageous but is not essential.
You must be able to travel efficiently and reliably throughout Swansea, Neath Port Talbot and Bridgend. A driving licence and access to a vehicle is essential.
What we offer
You will be joining a friendly, supportive and ambitious local charity that genuinely cares about improving the lives of older people and creating a positive place to work.
We offer:
- annual leave starting at 26 days and rising to 31 days with service, plus bank holidays, pro rata for part-time employees;
- an enhanced pension scheme with a 5% employer contribution and matched contributions up to 8%;
- up to five days’ paid carers’ leave each year, pro rata;
- free access to a confidential 24/7 Employee Assistance Programme, including counselling, financial guidance, legal information and wellbeing support;
- hybrid working following successful completion of probation, subject to the requirements of the service;
- flexible working arrangements;
- a supportive induction;
- ongoing paid training and professional development;
- business mileage paid at 55p per mile; and
- unlimited tea and coffee, with usually a biscuit or two if the team has not got there first.
Recruitment process
We know that not everyone enjoys recruitment processes, so we will do our best to make ours welcoming, supportive and straightforward.
Stage 1: Apply through Indeed
Please use the Apply now function to submit your CV and answer the short screening questions.
You do not need to provide a cover letter or supporting statement at this stage.
Applications close at 9:00am on Monday 17 August 2026.
Stage 2: Candidate Pack and supporting statement
Applicants selected to progress will be invited to read our full Candidate Pack and provide a short supporting statement explaining:
- why they would like to work for Age Cymru West Glamorgan;
- why they are interested in the role;
- which Information & Advice band they believe best reflects their current experience; and
- how their skills, knowledge and experience meet the expectations of that band.
This will also give applicants the opportunity to ask us any questions about the different bands before confirming the level they wish to be considered for.
Stage 3: Telephone conversation
Selected applicants will be invited to an initial telephone conversation.
This will allow us to learn more about you, discuss your experience and consider which appointment band may best reflect your current skills and knowledge.
Telephone conversations will take place by Friday 21 August 2026.
Stage 4: Final interview
Candidates progressing beyond the telephone stage will be invited to a face-to-face interview at our Swansea office on Wednesday 2 September 2026.
Informal conversation
We would be happy to speak with you before you apply.
Whether you have questions about the role, the recruitment process or which appointment band may best reflect your experience, please contact us on:
Telephone: 01792 648866
Email: [email protected]
How to apply
Click Apply now and submit your CV through Indeed.
A cover letter is not required at the initial application stage.
Our full Candidate Pack is available on our website for anyone who would like further information before applying.
Applications close at 9:00am on Monday 17 August 2026.
We reserve the right to close the vacancy early if we receive a high number of suitable applications.
Age Cymru West Glamorgan is committed to equality, diversity and inclusion. We welcome applications from people of all backgrounds and experiences and will consider requests for reasonable adjustments at every stage of the recruitment process.
Pay: £25,170.00-£29,320.00 per year
Benefits:
- Additional leave
- Bereavement leave
- Employee discount
- Flexitime
- Free parking
- Health & wellbeing programme
Ability to commute/relocate:
- Swansea SA1 1HG: reliably commute or plan to relocate before starting work (required)
Licence/Certification:
- Driving Licence (required)
Work authorisation:
- United Kingdom (required)
Willingness to travel:
Work Location: In person
