Helpline advisor job description

Job title: Helpline advisor

Reports to: Team leader

Department: Customer strategy and experience

Team: Delivery

Location: Leeds

Grade: F

Salary: £22,000 to £24,000 per year

Direct reports: None

Budget/Resource responsibility: None

Person specification

Role purpose

  • Provide exemplar information and support to disabled people, their families, and professionals who work with them, covering all issues around disability.
  • Manage the donations and manage the issues of donors when setting up regular or one-off donations, cancelling of donations or complaints regarding donations.
  • Provide excellent customer service with a friendly and empathetic manner to all of Scope’s internal and external customers.

Main responsibilities and accountabilities

  • 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.
  • Become an expert in Scope’s services, so you can make the best recommendation to help customers.
  • Provide excellent customer service with a friendly and empathetic manner.
  • Continually update your knowledge around disability issues and to share learning across the team, in order to offer an expert service to Scope’s customers.
  • Provide excellent customer service when managing donations and dealing with donor enquiries.
  • 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.

Mandatory for all staff

  • Work seamlessly across department or team boundaries in a collaborative and constructive manner to implement Scope’s strategic direction.
  • Demonstrate a commitment to customer service excellence and deliver against the requirements of Scope’s quality framework.
  • Work within Scope’s policies and procedures.

Key contacts

Internal

  • CSE senior team
  • Helpline manager
  • National delivery managers
  • Local delivery managers
  • Extended customer and strategy team
  • Human resources, finance, IT, and other support teams as required
  • Corporate and fundraising teams

External

  • Customers and third-party contacts
  • Organisations - private, public and third sector who can support and enhance the delivery of the National Service
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