Compassionate Helpline Advisor for Disability Support

Scope; Leeds; On-site; GBP 22,000 - 27,000; Full time

Benefits offered by this job

Pay progression

Company pension

Excellent training and career developm

Wellbeing incentives

Discounted gym membership

Cycle-to-work scheme

Long service awards

Job summary

Scope Leeds is seeking a proactive Helpline Adviser to provide high-quality information and support to disabled people, supporters and donors. The role involves handling enquiries by phone, email, live chat and social channels with empathy and accuracy.

You will log interactions, protect data, and work within safeguarding policies while representing Scope's values and maintaining excellent service standards. DBS check will apply.

Qualifications

• Demonstrable experience of providing advice and information.
• Experience of working in a contact centre environment with a friendly and empathetic manner.
• Excellent customer service skills and be able to communicate correctly to all of Scope’s internal and external customers.

Responsibilities

• Provide consistent high-quality responses to enquiries received at Scope’s Helpline via telephone, email, live chat, our online community, and social networking channels, within set turnaround times.
• Ensure that customers feel valued and are provided with information that is tailored to meet individual need, is accurate, up to date and accessible to them.
• Provide excellent customer service with a friendly and empathetic manner.
• Continually update your knowledge around disability issues and to share learning across the team, to offer an expert service to Scope’s customers.
• Identify the correct person/department and efficiently transfer calls internally when customers ring with general enquiries.
• Ensure that details of all enquiries are logged accurately on the customer database in a timely manner and that quality data and information is maintained.
• Work within Scope’s policies relating to customer confidentiality and data protection.
• Follow Scope’s policy and process around safeguarding and to make decisions regarding relevant customers as appropriate.
• Promote Scope and its values around equality, inclusion and the social model of disability and to present a positive image of the organisation in all aspects of work.
• Contribute to team meetings and discussions and to proactively contribute to the continued improvement of the service.

Skills

Customer service

Communication

Empathy

Contact centre

Job description

Scope Leeds is seeking a proactive Helpline Adviser to provide high-quality information and support to disabled people, supporters and donors. The role involves handling enquiries by phone, email, live chat and social channels with empathy and accuracy.

You will log interactions, protect data, and work within safeguarding policies while representing Scope's values and maintaining excellent service standards. DBS check will apply.