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Adviser - Disability Energy Helpline


Job details

  • Whitehall Road, Leeds
  • £24,000 per year
  • 35 hours per week (Monday to Friday)
  • Full time, permanent

Working at Scope

  • Be a Disability Gamechanger
  • Generous pension
  • Discounts at gyms, restaurants and more
  • 27 days annual leave

Job description

Manage a case load of disabled households struggling with their energy bills, supporting and empowering them over the phone.

Main responsibilities

  • Conduct an initial assessment of all customers joining the programme to fully understand their support needs.
  • Develop goal based action plans that clearly show how the customers support needs will be addressed.
  • Measure, record and track “distance travelled” for each customer in caseload and ensure that an evidence based approach is adopted to recording the customer journey.
  • To work collaboratively within the team to provide support where needed in to ensure key performance indicators (KPIs) are achieved.
  • Any other duties as required to support the delivery of the service.

Mandatory for all staff

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

Internal contacts

  • Heads of Delivery
  • Local Delivery Managers
  • Programme Leads
  • Cross department including, Digital, Research and Marketing colleagues
  • Safeguarding Team

External contacts

  • Customers and third party contacts
  • Organisations - Private, Public and Third Sector who can support and enhance the delivery of the National Service.
  • Local authority safeguarding teams
  • Maintain links with other organisations in relation to safeguarding and wellbeing of customers and staff.

Person Specification

Knowledge and experience


  • At least two years’ experience working in a customer focused environment, preferably on a helpline.
  • 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
  • Willingness to undertake a Disclosure and Barring (DBS) Check


  • Experience in providing energy advice.
  • Lived experience of disability.
  • Understanding of the social model of disability.
  • Professional qualification or proven experience in relevant field.
  • Experience of communicating difficult and complex information by telephone.

Contact us

If you have any questions please get in touch.

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