At a Glance
- Tasks: Support helpline customers with tailored advice and information via various channels.
- Company: Join Scope, a vibrant charity dedicated to creating an equal future for disabled people.
- Benefits: Enjoy 27 days holiday, pay progression, and excellent training opportunities.
- Other info: Flexible working options and a supportive team culture await you.
- Why this job: Make a real difference in the lives of disabled individuals while developing your career.
- Qualifications: Experience in customer service and a passion for disability advocacy are essential.
The predicted salary is between 25563 - 25563 £ per year.
Job reference REQ004853. Date posted 01/06/2026. Application closing date 08/06/2026. Location: Leeds. Salary: £25,563.66 a year (full time). 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.
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. Our Services team based in Leeds have an opening for a Helpline Adviser. Permanent 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.
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 make decisions regarding relevant customers as appropriate.
- Promote Scope and its values around equality, inclusion and the social model of disability and present a positive image of the organisation in all aspects of work.
- Contribute to team meetings and discussions and proactively contribute to the continued improvement of the service.
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 the ability to communicate correctly to all of Scope’s internal and external customers.
- Drive and enthusiasm for the role and a passion for 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.
Anonymised applications
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.
Our promise to disabled people
We welcome applications from disabled people and anyone with an impairment, condition, or access need. We want our team to reflect the communities we serve. As a Disability Confident Leader, we promise to offer an interview to all disabled applicants who meet the essential requirements for the job. To do this, tick the box in your application to say you are applying under the Offer an Interview Scheme (this used to be called the Guaranteed Interview Scheme).
Important to know
You must meet all the essential requirements listed in the job description. If lots of people apply, we may need to limit interviews to a fair number of disabled applicants who best meet the 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.
Benefits
- 27 days holiday plus bank holiday.
- Pay progression at 6 months and 2 years.
- Company pension.
- Excellent training and career development.
- Strong colleague networks (disability, race, LGBTQ+, gender, social mobility, carers, young people).
- Wellbeing incentives, discounted gym membership, cycle-to-work scheme, and more.
- Long service awards and employee recognition awards.
Helpline Adviser in Leeds employer: Scope
At Scope, we pride ourselves on being an exceptional employer dedicated to fostering a diverse and inclusive work environment in Leeds. Our commitment to employee growth is reflected in our excellent training programmes, flexible working options, and generous benefits package, including 27 days of holiday and pay progression opportunities. Join us in making a meaningful impact for disabled people while enjoying a supportive culture that values your contributions and well-being.
StudySmarter Expert Advice🤫
We think this is how you could land Helpline Adviser in Leeds
✨Tip Number 1
Get to know the company! Research Scope's values and mission. When you understand what they stand for, you can tailor your conversations to show how you fit right in with their goals.
✨Tip Number 2
Practice your communication skills! Since you'll be advising customers, it's crucial to convey empathy and clarity. Role-play with a friend or family member to get comfortable with potential scenarios.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insider tips about the interview process and what it’s really like to work at Scope.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're genuinely interested in being part of the Scope team.
We think you need these skills to ace Helpline Adviser in Leeds
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Helpline Adviser role. Highlight any relevant customer service experience and your understanding of disability issues to show us you're the right fit!
Show Your Passion:In your application, let us know why you’re passionate about improving the lives of disabled people. Share personal stories or experiences that connect you to our mission at Scope – we love to see genuine enthusiasm!
Be Clear and Concise:When filling out the online application form, keep your answers clear and to the point. Use bullet points if it helps, and make sure to answer all parts of the questions so we can get a full picture of your skills.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Scope
✨Know Your Stuff
Before the interview, make sure you brush up on disability issues and Scope's mission. Familiarise yourself with their values and how they aim to create an equal future for disabled people. This will show your genuine interest in the role and help you connect with the interviewers.
✨Showcase Your Empathy
As a Helpline Adviser, empathy is key. Prepare examples from your past experiences where you've provided excellent customer service or support. Highlight moments when you went above and beyond to help someone, as this will demonstrate your ability to connect with customers on a personal level.
✨Practice Active Listening
During the interview, practice active listening. This means really paying attention to the questions being asked and responding thoughtfully. It’s not just about answering questions; it’s about showing that you value the conversation and are engaged with what the interviewers are saying.
✨Prepare Questions
At the end of the interview, you'll likely have the chance to ask questions. Prepare thoughtful questions about the team dynamics, training opportunities, or how Scope measures success in this role. This shows your enthusiasm and helps you determine if the company culture aligns with your values.
