Helpline Adviser

Job reference REQ
004853. Date posted 01/06/2026. Final date to receive applications 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.

Closing date for applications: 11:59pm GMT, Monday 8 June 2026.

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.

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.

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.

Pioneering, Courageous, Connected, Open, Fair.

We trust each other and give colleagues freedom to be creative, push boundaries, and change minds.

We welcome applications from disabled people and anyone with an impairment, condition, or access need. We want…