Information, Advice & Guidance (IAG) Duty Officer - First contact support within a specialist autism service

Location: Hybrid with office base in Whiteley, Fareham

Salary: £27,147 per annum (pro rata)

Hours: 39 hours per week Monday-Friday

Contract: 9-month FTC maternity cover (with the possibility of an extension to 12 months) starting approx. 1 July 2026

Are you looking for a role where your communication skills make a difference?

We are looking for a positive and organised Information, Advice & Guidance (IAG) Duty Officer to be the first point of contact for autistic people, their families and professionals seeking support.

This is a rewarding frontline role where your calm approach, strong communication skills and knowledge of autism will help people feel listened to, understood and guided from the very first interaction.

This role is ideal for someone who enjoys being a trusted point of contact and thrives on helping people feel heard, supported and informed.

About the role

As an IAG Duty Officer, you will:

• Act as the first point of contact for all new enquiries and referrals via phone and email
• Provide tier 1 advice, information and signposting to families, external agencies and professionals
• Ensure enquiries are accurately recorded and directed to the most appropriate service
• Work closely with the IAG team and Business Support Administrator to deliver a timely, high-quality service
• Monitor safeguarding concerns and escalate appropriately
• Assist within the organisation for promotional events relating to booking arrangements, confirming guest speakers, resources, promotional materials, and attend such events when required.
• Maintain accurate records and contribute to service statistics and reporting

Your work will directly support individuals pre, during and post autism diagnosis, helping them access the right support at the right time.

About you

• Proven office administration experience and skills
• Proven history of working with and supporting neurodivergent people and their families
• An understanding of challenges faced by autistic people and/or people with learning disabilities and other neurodivergent conditions
• Ability to develop and maintain excellent relationship building skills at all levels inside and outside Avenues group
• Communicates clearly, confidently and compassionately, even under pressure
• Is highly organised with strong administration and IT skills
• Understands safeguarding, confidentiality and GDPR
• Is calm, empathetic and professional when handling sensitive situations
• Enjoys working collaboratively as part of a supportive team
• Holding a Level 2 IAG qualification and Autism Pathway training are desirable — or you’ll be supported to work towards them.

For more information on the role and its requirements, please see the attached Role Profile.

Why join us?

Joining Avenues Group and Autism Hampshire means becoming part of an organisation driven by values, compassion and a genuine commitment to improving the lives of autistic people and their families. We are committed to neuro-affirming practice, inclusion and continuous development, offering training and opportunities to grow so you can continue building your expertise while making a meaningful difference.

As part of our commitment to the “Disability Confident Scheme”, candidates who declare a disability, and meet the key criteria for this role, will be given the opportunity to demonstrate their abilities at interview stage.   

Ready to take the next step?

Apply now and help us ensure every enquiry is met with understanding, care and clear guidance.

For an informal chat about the role, contact our recruitment team today or apply now and we will be in touch. 

We reserve the right to close this advert early if we receive sufficient applications.