Coronavirus: information and updates

Benefits Specialist Helpline


Job details

  • Leeds
  • £28,000 per year
  • 35 hours per week (Monday to Friday)
  • Full time, fixed term

Working at Scope

  • Be a disability gamechanger
  • 27 days holiday per year
  • Flexible working
  • Discounts at gyms, restaurants and more

Job description

To provide accurate information and support to Helpline advisers, other services as directed, disabled people, families, professionals and members of the public around the subject of welfare benefits by:

  • Providing training, identifying 3rd party training and supporting helpline staff to enable them to respond to enquiries about benefits.
  • Producing detailed analysis of questions asked to identify training needs and providing Management Information.
  • 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.

Main responsibilities

This role will cover the following aspects within the area, although the list is not exhaustive:

  • Provide training, regular updates and support for the helpline team to ensure they are equipped to respond to enquiries about benefits.
  • Provide statistical information to your manager about trends and patterns in enquiries.
  • Produce regular reports for management about the progress we are making in developing our benefits offer.
  • 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.
  • 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.
  • 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.
  • Any other business task as directed by your manager.

Internal contacts

  • 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 contacts

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

Person Specification

Knowledge and experience


  • Perfect, up to date knowledge of welfare benefits and the welfare rights of disabled people.
  • Well-developed training skills.
  • Experience of using data.
  • Understanding of the importance and application of Plain English.


  • Demonstrable understanding of the social model of disability



  • Ability to train teams and identify training needs.
  • Excellent written and verbal communication skills to be able to communicate with stakeholders in a clear, meaningful and effective way
  • Highly computer literate with excellent IT skills particularly Microsoft Office and experience of using databases.
  • Working knowledge of current issues that affect disabled people and those around them, specifically welfare rights, benefits and financial issues.
  • At least two years’ experience working in a customer focused environment, preferably as a practitioner providing information, advice and support to people needing benefits.
  • Experience of researching, writing and producing information materials to suit the needs of the target audience, specifically around benefits.
  • 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.
  • Ability to communicate with a wide range of customers with an understanding of different needs and ability to respond to these.
  • Effective interpersonal skills and a positive and collaborative approach to work.
  • Ability to be flexible, respond positively to change, and work effectively under pressure and deal with conflicting priorities.
  • Experience of using social networking platforms to respond to customer enquiries and provide information.


  • Ability to work well under pressure
  • Ability to communicate effectively with people at all levels

Contact us

If you have any questions please get in touch.

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