Advocacy Support Adviser

Job Title: Advocacy Support Adviser

Salary: £16,966 per annum

Location: Guildford, GU4 7HL

Job Type: Part-Time, Permanent, 21 hours a week

Closing Date: 18th July 2025

Surrey Independent Living Charity (SILC) is a charity that supports disabled people, older people, parents of disabled children, carers and people with long term health conditions across Surrey.

We have been operating since 1997 and provide a range of services all aimed at enabling people to live independently and to have their voices heard.

We are committed to the Social Model of Disability and are led by people with a lived experience of disability and/or long-term health conditions.

About the role:

If you would like the chance to make a real difference for people in Surrey who need advocacy support to access the NHS formal complaints process, or support to live independently and to have their voices heard, then we would love to hear from you.

The role is part-time (21 hours) and there is flexibility around working hours; however, we do need Friday to be one of the working days to ensure full cover for the service.

• Reception Duties:
  • Answer SILC's advocacy phone line and text service, pass on messages, and transfer calls
  • Deal with initial enquiries and answer FAQs
  • Deal with advocacy email inbox
• Referral Management:
  • Create cases on the CRM
  • Send out referral packs by email and post
  • Check all returned referrals
  • Assist service users to complete advocacy referral forms, when needed.
  • Create a first draft complaint letter for review
  • Ensure all information is accurately recorded on the CRM
• Ongoing Case Support:
  • Take all follow up calls from advocacy clients and give case updates where required
  • Forward any other correspondence that comes into advocacy inbox to appropriate advocate
  • Deal with any posting back of original documents or other correspondence
• Service Liaison and Promotion.
• Data management

About you:

• Strong IT experience including the use of Microsoft 365 applications, Zoom, and prior use of CRM systems and databases.
• Prior experience of providing excellent customer service.
• Experience of telephone communication, including giving information and dealing with people who might be in a heightened emotional state
• Administration of Advocacy, Social Care or Health Care services is desirable
• Excellent communication skills with the ability to communicate well in a range of formats and with a variety of audiences.
• Excellent interpersonal skills, with the ability to build strong relationships with colleagues and partners.
• Good reading and writing skills.
• Ability to work independently and prioritise effectively.
• Excellent organisational skills and the ability to handle a varied workload.
• Able to demonstrate an understanding of and commitment to the 'Social Model of Disability'.
• Able to work flexibly and on own initiative.

Benefits:

• Annual leave based on 25 days per annum increasing to a maximum of 30 days with length of service for a full-time employee (plus bank holidays) - pro rata for number of working days per week e.g. working 3 days a week = 15 annual leave days per year (plus bank holidays)
• 5% employer pension and 5% employee contribution
• Supportive working environment fostering a good work/life balance

Additional Information:

The closing date for applications is 18/07/2025. However, please note that we will be interviewing for this role on a rolling basis so may end recruitment sooner if a suitable applicant is found.

No agencies/sales, please.

SILC is an Equal Opportunities employer and we positively welcome applications from disabled people and carers.

Please note: candidates must have the right to live and work in the UK.

Please click the APPLY button to send your CV and a covering letter explaining why you feel you would be suitable for this job.

Please use work, voluntary or personal experiences and examples to tell us how you meet our specification and values and why you should join the SILC team

Candidates with the relevant experience or job title of: Administrator, Receptionist, Support Coordinator, Care Manager, Support Manager, Care Coordinator, Customer Services, Care Advisor, Care Support Coordinator, Independent Living, Support Officer, Independent Advocate, Community Adviser, Disability Adviser may also be considered for this role.