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Volunteer Consumer Advice Expert

Information Services | Colchester, Essex, United Kingdom | Full Time, Part Time, and Volunteer

Job Description

About the opportunity

Age Concern Colchester is a charitable organisation that looks after the welfare of individuals of 60 years+ to support them in later life. Three key ways that we do this are: -

- To provide support in identifying benefit applications and support in completion - £1.4m per year in benefits delivered
- A befriending service matching individuals with the needs of the older generation - we have 24 befrienders
- Sourcing suitably referenced individuals to support with handyperson activity

The charity has gone through significant change over the last couple of years and is now an independent charity but reaches people across the borough of Colchester.

About Age Concern Colchester

Age Concern Colchester is a Charity which is focused on making life better for individuals in later life. The current services that we provide cover:-

- Identifying benefits that those over 60 are entitled to and supporting in the application process
- Providing a befriending service according to the needs of the individual
- Supplying a qualified and vetted list of handyperson individuals who can support the elderly
- Provides clubs for those in older life for companionship
- Is developing a community cafe for those in later life

The people that work with us our special and provide a great deal of care for those in later life and who need some support.

What are we looking for?

Duties to include: -

Consumer Advice

  • Receiving phone calls from those in later life who need support
  • Sensitively asking questions to understand the issue and take down personal details
  • Log the call on our online database
  • Identifying the need and support clients with consumer and energy advice
  • Where appropriate research queries and call the customer back with a resolve
  • If the query is outside our remit signpost to relevant colleagues charities / agencies
  • Follow up with client to ensure they have resolved their issue


Types of Queries

  • Gas and Electricity Company Advice
  • Water Company Advice
  • Insurance Advice
  • Banking Advice
  • Goods not fit for the purpose sold
  • Other Consumer Advice for adhoc occasional queries

Practical Considerations

  • Works with empathy, patience and understanding
  • Sometimes our callers are distressed and need a calming influence
  • We sometimes work with individuals who have sensory impairments and difficulty hearing, speaking or sight
  • We require individuals who are computer literate
  • We DBS check and reference all volunteers who have contact with clients, there are no costs involved for you

Some people are great on the phone and face to face and love this type of work, please only apply if you feel that you would enjoy speaking to people and make a difference due to your positivity and level of helpfulness.