Independence and Wellbeing Advisor

Overview

In this role you act as the first point of contact for social care enquiries from Suffolk residents, guiding them to the right services. Based in Endeavour House, Ipswich, you handle calls, webchat and referrals to support independence and wellbeing. You work closely with partners and a supportive team to deliver timely, accurate information and referrals, while safeguarding vulnerable individuals. This is a customer‑facing, impact‑driven role with strong training and development opportunities.

Pay / Benefits

• up to 29 days annual leave (pro rata)
• LGPS pension
• flexible working options
• training and development opportunities
• career progression opportunities
• volunteering days

Responsibilities

• Handle social care enquiries across multiple channels (phone, webchat, email, online forms) and provide clear information and timely referrals
• Communicate effectively by listening, asking questions, and understanding client needs
• Liaise with professionals across police, schools, ambulance services and other agencies
• Collaborate within a team to deliver high‑quality customer service
• Provide accurate advice and seek clarification when required
• Demonstrate empathy and sensitivity when supporting vulnerable individuals
• Maintain accurate, up‑to‑date records to support service delivery
• Complete repetitive phone work in a call centre while documenting interactions

Key requirements

• passion for social care and improving people’s lives
• resilience and confidence in decision‑making
• effective communication and interpersonal skills
• good literacy, numeracy and IT skills (Explorer, Chrome, Word, Excel, Outlook)
• logical, methodical problem‑solving
• understanding of data protection and safeguarding responsibilities
• ability to multitask, prioritise and meet deadlines
• flexibility and willingness to learn through training

• effective communication
• empathy
• team collaboration
• Explorer
• Chrome
• Word

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