Information and Advice Supervisor – Age UK Bath & North East Somerset

Overview

In this role you will lead and support the Information, Advice and Signposting team to deliver accurate and timely information for older people and their families. You will balance frontline case involvement with people management, ensuring quality, compliance, and continuous service improvement. Your work helps empower older adults to access essential services within an age-friendly community. This position offers strategic input to evolve the service in response to community needs.

Responsibilities

• Supervise staff and volunteers, providing guidance, training and support
• Manage scheduling and operations of the I&A service
• Handle a caseload and stay engaged in frontline work
• Oversee day-to-day activities ensuring accurate, accessible information
• Maintain quality standards and ensure compliance with internal policies and external regulations
• Conduct file reviews and case checks to support quality assurance
• Contribute to strategic development of the service in collaboration with senior leadership
• Support organizational vision of an age-friendly, inclusive and collaborative service delivery

Key requirements

• Experience supervising teams or volunteers
• Experience in information/advice services or frontline service delivery
• Ability to manage caseloads and ensure quality and compliance
• Strong communication and collaboration skills

• Leadership
• Communication
• Empathy
• Case management standards
• Quality assurance and compliance
• Policy adherence

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