At a Glance
- Tasks: Support helpline customers with tailored advice and information via various channels.
- Company: Join Scope, a vibrant charity dedicated to disability equality and inclusion.
- Benefits: Enjoy 27 days holiday, flexible working, career development, and more.
- Other info: Be part of a diverse team committed to equality and inclusion.
- Why this job: Make a real difference in the lives of disabled people while growing your skills.
- Qualifications: Experience in customer service and a passion for improving lives is essential.
The predicted salary is between 25563 - 25563 £ per year.
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.
Our Services team based in Leeds has an opening for a Helpline Adviser.
Location: This role requires weekly attendance at Scope Leeds office (3 Brewery Wharf, Leeds, LS10 1JF) with the remaining days worked remotely. The working pattern for this role will be agreed and will be varied over shift patterns between 9am to 6pm Monday to Friday and to include some Saturday working 10am to 6pm.
The role
- 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.
About you
- 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.
Additional information
- You must have the legal right to work in the UK to apply for this role. We cannot provide visa sponsorship.
- We use an anonymised application process to support our commitment to equality, diversity and inclusion. All applicants must submit an anonymised CV and complete a short online application form.
Our values Pioneering, Courageous, Connected, Open, Fair. We trust each other and give colleagues freedom to be creative, push boundaries, and change minds.
Disability confident scheme We are proud to be a charity committed to disability equality. We welcome applications from disabled people and anyone with an impairment, long-term condition, or access need. We want our colleagues to reflect the diverse communities we serve. Scope is a Disability Confident Leader. We are committed to making sure disabled people have fair and equal access to work. As part of this, we aim to offer an interview to disabled applicants who meet the essential requirements of the role. To be considered under our Offer an Interview Scheme (previously the Guaranteed Interview Scheme), please tick the relevant box on your application form. If you need any adjustments or support during the recruitment process, please email us via our website. You can also find more information about requesting adjustments for interviews on our website.
Important to know: You must meet all the essential requirements in the job description. If we receive a high number of applications for a role, we may need to prioritise interviews for disabled applicants who best meet the role criteria.
Equality, Diversity and Inclusion (EDI) EDI is a priority at Scope. We welcome applications from people of colour and other underrepresented communities. We aim to create a culture where everyone feels they belong, treating all with dignity and respect. As a disability equality charity, accessibility and inclusion come first. We listen, learn and continuously improve.
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.
Closing date for applications: 11:59pm GMT, Sunday 30 August 2026. Please note that successful candidates will be subject to an enhanced DBS check.
Helpline Adviser in Leeds employer: Community Energy England
Community Energy England is an exceptional employer for those passionate about community energy and sustainability. With a strong commitment to fostering a collaborative work culture, the organisation offers unique opportunities for personal and professional growth while making a meaningful impact in the sector. As Chair of the Board, you will play a pivotal role in shaping strategic direction and engaging with key stakeholders, all while enjoying the flexibility of a volunteer position that values your expertise and contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Helpline Adviser in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Community Energy England. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Community Energy England before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Helpline Adviser in Leeds
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Community Energy England:Your cover letter is your chance to shine! Tell us why you want to work at Community Energy England specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Community Energy England!
How to prepare for a job interview at Community Energy England
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
