Information and Guidance Officer

Job Title: Information and Guidance Officer
Department: Information & Advice
Location: Hybrid - Home/Cardiff
Salary: £22,441
Contractual Status of Role: Full time, 35 hours per week (Mon-Fri), permanent position.
Closing date: TBC

We’re looking for a fluent Welsh and English speaker to join our friendly Advice Line team. You’ll provide clear, accurate, and compassionate information to older people, their families, and professionals – helping them understand their options and access the support they need.

What you’ll do:

• Respond to enquiries by phone, email, and letter.
• Explore callers’ situations and explain their options.
• Refer or signpost to the right services and organisations.
• Record enquiries accurately and professionally.

What you’ll bring:

• Excellent communication and listening skills.
• Ability to explain complex information clearly and empathetically.
• Experience in a helping role (advice, support work, advocacy, call centre, customer service).
• Confidence using both Welsh and English.

Full training provided. Join us and help make a real difference in the lives of older people in Wales.

What we offer in return:

• Annual leave entitlement – 27 days made up of 24 choice days and 3 days to be used between Christmas and New Year – Including carry forward
• Flexible Hours Working Scheme
• Employer pension
• Generous life assurance up to four times your annual salary
• Healthcare cashback plan

Additional Information:

Age Cymru 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 welcome requests for flexible working.

Age Cymru 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 Cymru 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.

How to apply

Please send your CV, together with a covering letter explaining how you meet the criteria set out in the person specification to hr@agecymru.org.uk

Please note that applications without a covering letter will not be considered.

The person specification can be found within the job description:

Job description

Equal Opportunities Form