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. 

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.

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.

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 recruitment@scope.org.uk.
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.

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.