Background to The Brain Charity
Life for any of us can change in an instant. Experiencing a road traffic accident, a major stroke or being diagnosed with dementia can happen completely unexpectedly and can change our lives forever.
The Brain Charity offers emotional support, practical help and social activities to anyone with a neurological condition and to their family, friends and carers.
There are hundreds of different neurological conditions including stroke, brain tumour, brain injury, Alzheimer’s and many rarer conditions.
Job Title: Access & Support Officer
Salary: £28,825 per annum + 10% company pension on successful completion of probation
Contract: Permanent
Base: The Brain Charity, Norton Street, Liverpool, L3 8LR
Hours: 37.5 hours per week
Responsible to: Information & Advice Manager
Role Summary
As part of the Information & Advice team, you will provide high-quality practical support, information and emotional assistance to individuals via face-to-face, telephone and online services.
As the first point of contact, you will assess and prioritise enquiries, ensuring individuals receive a timely, empathetic and professional response. The role involves managing a high volume of varied enquiries, often requiring you to make informed decisions quickly and communicate clearly where demand exceeds available support.
You will identify appropriate internal and external support options, including referring clients for more in-depth casework where required. This will involve problem-solving, researching solutions where needed, and maintaining accurate records, while contributing to a welcoming, inclusive and responsive service.
Key Responsibilities
Information and Advice
- Provide initial advice to clients accessing The Brain Charity with issues relating to a wide range of welfare needs via telephone, email, website enquiries and walk-in support during service opening hours.
- Provide telephone support to clients contacting The Brain Charity looking for advice and guidance during the telephone service opening hours.
- Triage enquiries, resolving issues where possible and working closely with the Norton Street Caseworker, to refer cases that cannot be resolved immediately for follow-up work.
- Respond to online requests for support via the website and email.
- Make referrals into the appropriate internal services, such as the Neurogym, Activities, Counselling service, Carers Advocacy etc and signpost to external agencies where more specialised support services are required.
- Maintain timely and accurate notes on Dynamics 365 in relation to client contact and workflow.
- Delegate supportive functional tasks to the Information and Advice Assistant and Information and Advice volunteers.
- Identify safeguarding concerns when engaging with new and existing clients, following The Brain Charity’s safeguarding policy and raising with the Safeguarding team in line with organisational procedures.
- Support management and the Safeguarding team with the maintenance of the client risk register.
- Assist with managing walk-in enquiries in line with our Statement of Service.
- Occasionally attend outreach events in the local community to promote the organisation.
Front of House
- In conjunction with the Volunteer team, assist with the smooth running of the day-to-day operations of Front of House by providing support and guidance to volunteers as they carry out their duties.
- Provide feedback to the Volunteer team to support volunteer recruitment and development.
- Support the Information & Advice Manager in the recruitment of specific volunteer roles in response to service needs.
Other
- Take responsibility for being up to date with the charity’s current policies and procedures and adhere to these.
- Actively support promotional and fundraising events for The Brain Charity, attending a minimum of 1 fundraising or client-focused event over the course of a year.
- Assist and support volunteers within the team as and when required.
- Regularly provide cover for all aspects of the department you belong to during any absence relating to your colleagues.
- Carry out any other reasonable tasks which may be required by the charity from time to time.
Working Conditions
This role involves predominantly indoor work within a busy charity environment. Work can be varied and unpredictable. Specific working conditions include:
- Client demand and urgency: Clients may require urgent support depending on the nature of their or their loved one’s condition. Officers must be able to prioritise and triage enquiries effectively, managing waiting times and communicating clearly with clients about service availability.
- Caseload management: Officers are responsible for managing their own caseload and workload on a day-to-day basis, with support from their line manager. This requires strong organisational and time management skills.
- Problem-solving and research: Due to the complexity and variation in client needs, it is not always possible to have immediate answers. Officers are expected to take a proactive approach to problem-solving, including researching information and identifying appropriate support options.
- Working environment: The Brain Charity can be a vibrant and busy building, which may at times result in a noisy working environment.
- Client interaction: Some clients may present with complex or challenging needs associated with neurological conditions. Officers must be able to engage with all clients in a professional, empathetic and patient manner.
Benefits of working for us
Working for The Brain Charity has some great benefits. All of these benefits are available upon starting unless stated otherwise.
- 25 days contractual annual leave in addition to statutory and public holidays, rising 1 day per full year of service upto a maximum of 28 days for full time employees. (This is pro-rata’d for all part-time employees).
- Medicash – physical wellbeing support with a wide range of subsidised treatments including Dental Bills, Optical Care, Alternative and Complementary Therapies, Chiropody, Health Screenings and more.
- Premium Employee Assistance Programme – mental wellbeing support with access to 24/7 employee support services and face to face counselling sessions.
- mProve yourself Wellbeing app with a range of wellbeing courses.
- Skinvision Skin Health tracker.
- Online discount platform providing discounts on shopping, travel and gym memberships.
- 10% company pension on successful completion of 6 month probation. T&Cs apply for Fixed Term Contracts.
- A range of family friendly policies including Flexible & Hybrid Working and enhanced Maternity, Paternity and Sick absence policies.
- Staff Wellbeing ‘Protected Time’ to take part in a range of wellbeing initiatives throughout the working week
- Monthly Staff Celebration Lunch
- Long Service Awards
- Free parking (when available) at Head Office, Norton Street, L3 8LR.
- Free Will writing service with Kwil Legal Services.
- Discounted Arriva bus travel.
- A wide range of high-quality learning open to all with opportunities to train, develop and support to realise your potential.
Application Information
To apply, you will need to complete the application form in the downloadable pack via our website https://www.thebraincharity.org.uk/about-us/jobs/. Please do not send in your CV, as this will not be counted.
Closing Date: 8am, Monday 13th July 2026. Please note: we reserve the right to close this vacancy early if we receive sufficient applications for the role.
Interviews for successful applicants will take place during the week commencing Monday 20th July 2026.
Please e-mail [email protected] or call 0151 298 2999 if you have any questions.
Pay: £28,825.00 per year
Benefits:
- Canteen
- Company events
- Company pension
- On-site parking
- Private medical insurance
- Sick pay
Work Location: In person
