Information officer benefits job description

Job title: Information officer - benefits

Reports to: Content experience manager

Department: Customer strategy and experience

Team: Delivery

Location: Leeds

Grade: E

Salary: £28,000 to £30,000 per year

Direct reports: None

Budget/Resource responsibility: None

Person specification

Role purpose

To provide exemplar information and support to disabled people, families, professionals and members of the public around the subject of welfare benefits by:

  • Responding to enquiries posted on the Scope online community.
  • Identifying the need for and creating new content and information products that respond to external need.
  • Providing training and support to helpline staff to enable them to respond to enquiries about benefits.

Main responsibilities and accountabilities

  • Provide consistent high quality responses to enquiries about benefits posted on the Scope online community within set turnaround times.
  • Host question and answer sessions and facilitate discussion about benefits on the online community.
  • Provide training, regular updates and support for the helpline team to ensure they are equipped to respond to enquiries about benefits.
  • Working with specialist professionals, the Content Core team and Policy team to research and take a lead responsibility in writing and maintaining information content around benefits.
  • 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.
  • Produce regular reports for management about the progress we are making in developing our benefits offer.
  • Keep abreast of information and legislation relating to disability issues and Scope activity to ensure the information we are giving about benefits is accurate, up-to-date and in line with Scope’s strategic position.
  • Proactively share learning, information and best practice around benefits with colleagues in the Information and Partnerships team as appropriate.
  • 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.
  • Work with minimum supervision, prioritise and manage own workload and diary to maximise the impact of the national information and advice service.
  • 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

  • Information & Partnerships team to ensure quality service provision and development of information products.
  • Growth team to ensure robust development of information products.
  • Customer Attraction and Experience to ensure quality standards are met and safeguarding issues are dealt with appropriately.

External

  • Officers at information services in other charities.
  • Practitioners with an expertise in benefits at other organisations and services.
  • Benefits advice providers.
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