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. 

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.  

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.

Our promise to disabled people

We are proud to be a charity that stands for disability equality. 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).

If you need any changes or support during the recruitment process, please email recruitment@scope.org.uk.

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.