Helpline advisor person specification

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

Job description

Qualification, knowledge and experience


  • At least two years’ experience working in a customer focused environment, preferably on a helpline.
  • Demonstrable knowledge of more than one of the following areas relating to disabled people: benefits, disability rights, social care, enabled environments, housing, government policy relating to benefits and disability.
  • Understanding of the importance and application of Plain English.


  • Lived experience of disability.
  • Demonstrable understanding of the social model of disability.
  • Experience of communicating difficult and complex information via telephone.

Skills and competencies 


  • Demonstrable understanding of the social model of disability and clarity about the contribution of information and advice to achieving social change.
  • Ability to communicate with a wide range of customers with an understanding of different needs and ability to respond to these.
  • Effective person-centred listening and probing skills to respond to underlying issues and assist customers to make informed choices.
  • Effective interpersonal skills and a positive and collaborative approach to work.
  • Ability to be flexible, respond positively to change, work effectively under pressure and deal with conflicting priorities.
  • Excellent written and verbal communication skills in order to be able to communicate with customers and colleagues in a clear, meaningful and effective way.
  • Excellent IT skills particularly Microsoft Office and experience of using databases.
  • Ability to work as part of high performing team in a busy, at times pressurised environment.
  • Ability to organise workload, prioritise effectively and use own initiative.
  • Excellent written English, spelling and grammar.
  • Methodical, with excellent attention to detail.


  • Experience of using social networking platforms to respond to customer enquiries and provide information.
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