Coronavirus: information and updates

Online Community Adviser (Benefits)

Remote-based close to one of our locations (London, Leeds, Manchester, and Cardiff)

Job details

  • As above
  • £14,400 per year
  • 21 hours per week, (weekends and some evenings may be required)
  • Permanent

Working at Scope

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

Job description

Role purpose:

Deliver accurate information and advice on disability benefits, as well as a range of other topics related to disability, via a forum-based online community. Create a positive and supportive experience for our disabled customers and their families by helping to facilitate meaningful connections. 

Main responsibilities and accountabilities: 

  • Provide detailed and accurate disability benefits advice and information in response to customer queries.
  • Work on the community, responding to discussions and providing advice and support to our members.
  • Perform moderation tasks, such as moving, closing, and tagging discussions as well as responding to spam and reported posts.
  • Carry out thorough research, fact-check information and respond to questions on a range of topics related to disability with accurate information.
  • Closely work with the community team on community strategy, process development and ongoing projects or tasks where required. 
  • Regularly prepare and deliver trainings to the wider community team on key benefit processes and relevant updates.
  • Work to safeguard our most vulnerable customers.

Internal contacts

  • Community team, including volunteers and advisers (staff and external) 
  • Helpline, Content Design, and all other services
  • Cross department including, Digital, Research and Marketing colleagues  

External contacts

  • Peers within charitable sector, particularly information providers 
  • Co-production groups 

Person specification 

Knowledge and experience

Essential

  • Worked as a benefits adviser and have up-to-date knowledge of disability benefits
  • Good knowledge and understanding of benefit assessment processes, appeals and related legislation
  • Experience of performing thorough research and answering broad queries
  • Understanding of the importance and application of Plain English
  • Experience of managing multiple and conflicting priorities

Desirable

  • Lived experience of disability
  • Worked within an information and advice environment (e.g. helpline or advice forum)
  • Experience of moderating an online community or forum 
  • Demonstrable understanding of the social model of disability  

Skills and competencies

  • Excellent written English, spelling, and grammar  

  • Methodical and consistent, with excellent attention to detail  

  • Highly computer literate  

  • Works proactively and with initiative

Contact us

If you have any questions please get in touch.

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