Helpline Adviser

Disabled Workers Co-operative; Leeds; Hybrid; GBP 26,000; Full time

Job summary

A disability equality charity is looking for a Helpline Adviser in Leeds to support customers via phone, email, and live chat. Your role includes providing tailored information, ensuring customer satisfaction, and maintaining accurate records. The position offers a hybrid work model with varied shifts and requires a genuine passion for improving the lives of disabled people.

Benefits

27 days holiday plus bank holidays

Flexible working options

Excellent training and career development

Company pension

Qualifications

• Demonstrable experience of providing advice and information.
• Experience in a contact centre environment.
• Excellent customer service skills.

Responsibilities

• Provide consistent responses to enquiries via various channels.
• Ensure customers feel valued with accurate and accessible information.
• Log enquiries and maintain quality data.

Skills

Customer service skills

Communication

Empathy

Advisory experience

Job description

Overview

JobDescription : Helpline Adviser

Job Reference: REQ004483

Salary: £25,563.66 per year

Location: Leeds LS10 5SH / Remote Worker

Scope is a disability equality charity focused on creating an equal future for disabled people. We campaign to transform attitudes to disability, tackle injustice and inspire action. We are creating a movement of disabled people, allies, organisations and businesses.

Our Services team based in Leeds have an opening for two Helpline Advisers. Permanent, full-time (35 hours a week).

Location: This role requires attendance in Scope’s Leeds office (LS10 1JF) with the remaining days worked remotely. Hours: varied shifts between 8am to 8pm Monday to Friday and 10am to 6pm Saturdays. There are two positions available.

The role

We are looking for a self-starter who can prioritise their own workload while advising Scope’s helpline customers. The role provides support to helpline customers, supporters, donors and Scope enquiry 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 customers feel valued and are provided with information that is tailored to meet individual needs, is accurate, up to date and accessible.
• Provide excellent customer service with a friendly and empathetic manner.
• Continually update knowledge around disability issues and share learning across the team to offer an expert service.
• Identify the correct person/department and efficiently transfer calls internally when customers ring with general enquiries.
• Log details of all enquiries accurately on the customer database in a timely manner; maintain quality data and information.
• Work within Scope’s policies relating to customer confidentiality and data protection.
• Follow Scope’s policy and process around safeguarding and make decisions regarding relevant customers as appropriate.
• Promote Scope and its values around equality, inclusion and the social model of disability; present a positive image of the organisation in all aspects of work.
• Contribute to team meetings and discussions; proactively contribute to the continued improvement of the service.

About you

To be successful in this role, you will have:

• 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 the ability to communicate clearly with internal and external customers.
• Drive and enthusiasm for the role and a passion for improving the lives of disabled people.

Please provide examples in your application showing how you have these skills. Share how you support Scope’s values and our goal of a fair and equal future for disabled people. Our values are being pioneering, courageous, connected, open and fair.

Job Requirements / Application Instructions

Disabled candidates: We are a disability equality charity. We encourage applications from disabled people and people with impairments, conditions, and access needs to reflect the communities we serve.

Scope will interview all disabled candidates who meet the essential criteria for the post, as part of our Disability Confident Leader commitment. If you are applying under the Offer an Interview Scheme, please indicate this in your application.

If you require adjustments during your journey with us, please contact us via our website.

Equality, Diversity and Inclusion: We are committed to equality and inclusion. We encourage people of colour and other underrepresented communities to apply. We value diverse perspectives and strive to create a sense of belonging for everyone. We will listen, learn and improve continuously. More information about Scope’s approach to Equality, Diversity and Inclusion is on the Scope website.

Benefits include: 27 days holiday plus bank holidays; flexible, hybrid and remote working options; pay progression at 6 months and 2 years; company pension; excellent training and career development; strong colleague networks across disability, race and LGBTQ+; discount schemes and more.

How to apply

If you want to make a difference and become a Disability Gamechanger, apply today at: https://ce0258li.webitrent.com/ce0258li_webrecruitment/wrd/run/ETREC107GF.open?VACANCY_ID%3d724071Bgk8&WVID=684025072G&LANG=USA

Closing date: 11:59pm GMT, Monday 6 October 2025. Successful candidates will be subject to an enhanced DBS check.

Address: Recruitment, Scope, Dock Street, Leeds LS10 1JF

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The Disabled Workers Co-operative Ltd. Reg No. 4418227