Job Description

Job details

Job reference

REQ004483

Date posted

22/09/2025

Application closing date

06/10/2025

Location

Leeds Office/Remote Worker

Salary

25,563.66 a year

Package

27 days holiday a year (full time equivalent) plus bank holidays, Excellent training and career development, Flexible, remote and hybrid working options, Pay progression at 6 months and 2 years Discounts at gyms, restaurants and more

Contractual hours

35

Job category/type

Full time



Helpline Adviser

Job description

1 in 4 of us in the UK are disabled and we are a diverse, proud, and vibrant community. We're here to create an equal future with all disabled people. We campaign to transform attitudes to disability, tackle injustice and inspire action. We are creating a powerful movement of disabled people, allies, organisations and businesses.



Together we will be unstoppable. For more information go to

www.scope.org.uk

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 Scopes Leeds office ( LS10 1JF) with the remaining days worked remotely.

The hours for this role will be varied over shift patterns between 8am to 8pm Monday to Friday and 10am to 6pm Saturdays.

There are two positions available

Closing date for applications:

11:59pm GMT, Monday 6 October 2025.

About the role

We are looking for a self-starter with the ability to prioritise their own workload whilst advising Scope's helpline customers. To provide support to helpline customers, supporters and donors and Scope enquiry customers.



In this role, you will:


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.

For more information about the role's responsibilities, and the skills and experience required please use this

Link to full job description

.



The successful candidate will be subject to an enhanced DBS check.

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 be able to communicate correctly to all of Scope's internal and external customers. Drive and enthusiasm to the role and be able to demonstrate that you care passionately about improving the lives of disabled people.

Please give examples in your application to show how you have these skills.



We also ask you to 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

By living our values and trusting each other, we give our colleagues freedom and space to be creative, push boundaries and change minds.

Disabled candidates

We are a disability equality charity. We encourage applications from disabled people and people with impairments, conditions, and access needs. We want to create a workforce that is a true reflection of the communities we serve.



Scope will interview all disabled candidates who meet the essential criteria for the post. This is part of our commitment as a Disability Confident Leader. Just let us know in your application that you are applying under the Offer an Interview Scheme. This was previously known as the Guaranteed Interview Scheme.



If you require adjustments through your journey with us, please email

recruitment@scope.org.uk

Find out more about

asking for adjustments at interview

.

Equality, Diversity and Inclusion

At the heart of everything we do at Scope is Equality, Diversity, and Inclusion.



We encourage people of colour and other underrepresented communities to apply and join Scope. We believe that this will bring new ideas and help us work better. We know that a variety of perspectives and viewpoints will greatly support the work we do and help us to reach all communities.



We want everyone to feel like they belong. We value each person as an individual. We will treat everyone with dignity and respect and we want to recognise all parts of a person's identity.



We are a disability equality charity. So, we will build a culture that is accessible and inclusive first. We will aim for the same high standards in all our work. We will listen, learn and keep improving.



You can find out more about

our approach to Equality, Diversity and Inclusion

on the Scope website.

Scope benefits

We believe hard work deserves reward and recognition. We offer a wide range of benefits including:


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+ Discounted gym membership, cycle to work scheme and much more.

Link to full benefits package

How to apply

Click the apply button to create an account and complete your application form.



#IND