Helpline Adviser
Job Reference: REQ004483
£25,563.66 per year
Leeds LS10 5SH / Remote Worker
1 in 4 of us in the UK are disabled and we are a diverse, proud, and vibrant community. We’re here to create an equal future with all disabled people. We campaign to transform attitudes to disability, tackle injustice and inspire action. We are creating a powerful movement of disabled people, allies, organisations and businesses.
Together we will be unstoppable.
Our Services team based in Leeds have an opening for two Helpline Advisers.
Permanent, full time (35 hours a week)
Location: This role requires attendance in Scopes Leeds office ( LS10 1JF) with the remaining days worked remotely.
The hours for this role will be varied over shift patterns between 8am to 8pm Monday to Friday and 10am to 6pm Saturdays.
There are two positions available.
The role
We are looking for a self-starter with the ability to prioritise their own workload whilst advising Scope’s helpline customers. To provide support to helpline customers, supporters and donors and Scope enquiry customers.
In this role, you will:
· Provide consistent high-quality responses to enquiries received at Scope’s Helpline via telephone, email, live chat, our online community, and social networking channels, within set turnaround times.
· 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.
· Provide excellent customer service with a friendly and empathetic manner.
· Continually update your knowledge around disability issues and to share learning across the team, to offer an expert service to Scope’s customers.
· Identify the correct person/department and efficiently transfer calls internally when customers ring with general enquiries.
· Ensure that details of all enquiries are logged accurately on the customer database in a timely manner and that quality data and information is maintained.
· 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.
· 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.
About you
To be successful in this role, you will have:
· Demonstrable experience of providing advice and information.
· Experience of working in a contact centre environment with a friendly and empathetic manner.
· Excellent customer service skills and be able to communicate correctly to all of Scope’s internal and external customers.
· Drive and enthusiasm to the role and be able to demonstrate that you care passionately about improving the lives of disabled people.
Please give examples in your application to show how you have these skills.
We also ask you to share how you support Scope’s values and our goal of a fair and equal future for disabled people.
Our values are being pioneering, courageous, connected, open and fair
By living our values and trusting each other, we give our colleagues freedom and space to be creative, push boundaries and change minds.
Disabled candidates
We are a disability equality charity. We encourage applications from disabled people and people with impairments, conditions, and access needs. We want to create a workforce that is a true reflection of the communities we serve.
Scope will interview all disabled candidates who meet the essential criteria for the post. This is part of our commitment as a Disability Confident Leader. Just let us know in your application that you are applying under the Offer an Interview Scheme. This was previously known as the Guaranteed Interview Scheme.
If you require adjustments through your journey with us, please contact us via our website.
Equality, Diversity and Inclusion
At the heart of everything we do at Scope is Equality, Diversity, and Inclusion.
We encourage people of colour and other underrepresented communities to apply and join Scope. We believe that this will bring new ideas and help us work better. We know that a variety of perspectives and viewpoints will greatly support the work we do and help us to reach all communities.
We want everyone to feel like they belong. We value each person as an individual. We will treat everyone with dignity and respect and we want to recognise all parts of a person's identity.
We are a disability equality charity. So, we will build a culture that is accessible and inclusive first. We will aim for the same high standards in all our work. We will listen, learn and keep improving.
You can find out more about our approach to Equality, Diversity and Inclusion on the Scope website.
Scope benefits
We believe hard work deserves reward and recognition. We offer a wide range of benefits including:
· 27 days holiday plus bank holidays
· Flexible, hybrid and remote working options
· Pay progression at 6 months and 2 years
· Company pension
· Excellent training and career development
· Strong colleague networks across disability, race and LGBTQ+
· Discounted gym membership, cycle to work scheme and much more.
How to apply
If you want to make a difference and become a Disability Gamechanger, we'd love to hear from you. Apply Today!
Closing date for applications: 11:59pm GMT, Monday 6 October 2025.
Please note that successful candidates will be subject to an enhanced DBS check.
Registered Charity 
More than 1000
Thank you!
Actively Interviewing
This organisation is scheduling interviews as applications come in. They're ready to hire as soon as they find the right person. Don't miss your opportunity, apply now!
Epic at a Glance:
At Epic, we strive to build a world where children and youth - no matter their race, gender, sexual orientation or place of birth - have access to a future full of promise and opportunity. We are a global foundation backing groundbreaking non-profits around the world - the changemakers and innovators that are transforming the lives of children and youth and protecting our planet for generations to come.
Groundbreaking non-profits often fall short of smart money to drive impact. Donors want to give more, but are held back because they lack trust, time, and knowledge. Epic bridges the gap between the social entrepreneurs forging solutions to today’s pressing challenges, and the individuals and businesses who want to pool their resources to drive positive change. We curate and monitor highly-vetted portfolios of organisations that we back in order to foster lasting change. We operate strictly on a pro bono basis: 100% of donations received go directly to the organizations in our portfolio.
Now in our 10th year, we have mobilised over $91 million and supported 55 organizations in 11 countries across 4 continents, since 2015.
If you're passionate about making a difference, if you're driven by purpose, and if you're ready to be a force for good in the world, then Epic Foundation is the place for you. Join us in our quest to create a more just, equitable, and compassionate world.
For more information: https://epic.foundation
Responsibilities
The employee will provide day-to-day support to the Ambassadors team. In this role, Ambassador Community Coordinator will:
- Participate in the implementation of a “white glove” strategy aimed at retaining and engaging a broad and sustainable base of VVIP contacts while strengthening their sense of belonging to the Ambassadors community.
- Support the team in organising and coordinating a calendar of events, particularly Ambassador events taking place in Paris, London, Brussels (and sometimes New York).
- Produce communication and engagement materials to animate the community on various platforms and to promote its actions externally.
- Be responsible for researching and monitoring news about the community.
- Contribute to the identification and integration of new Ambassadors (recruitment, onboarding, etc.).
- Ensure the proper maintenance of the database.
- Be responsible for any other tasks that may be assigned to them as part of their duties.
Skills and qualifications required for this position:
- All candidates must be legally entitled to work in the UK.
- Required experience: minimum 4 years of professional experience in fields relevant to the position, for example: network and community management, customer engagement, exclusive events, etc.
- Impeccable attention to detail
- Dynamic, open-minded and independent, the candidate must be able to work with rigour.
- Ability and appetite for working independently on research and analysis assignments.
- Excellent oral and written communication skills.
- Excellent interpersonal skills and open-mindedness
- Ease in communicating with high-level personalities
- Fluency in English, both spoken and written, is essential, in addition to French.
- Proficiency in Google Suite.
- Proficiency in editing and/or design tools would be an advantage.
- Knowledge of the philanthropic environment would be an advantage.
- Knowledge of Salesforce would be an advantage.
Interview process
Our process for shortlisted candidates includes: a telephone eligibility interview, an interview with the Director of Engagement and Events, a case study, an interview with HR and the COO, reference checks, and a final interview with our CEO.
Contract Details
- Position based in central London (Mayfair), UK (with option to work from home 2 days per week).
- Contract type: Permanent, full-time
- Salary range: £30-32k gross annual (depending on experience)
- Start date: As soon as possible but within 3 months of the offer
Employee Benefits
- Flexible Work Arrangements: Up to 2 days remote working per week.
- 5 weeks (25 days) of paid holiday annually, not including bank holidays, with additional office closure between Christmas and New Year.
- Access to private healthcare coverage through our healthcare partner, BUPA, fully covered by Epic for the employee and 50% coverage for partner and/or dependents.
- Retirement Savings Plan: Enrolling in a company-sponsored retirement savings plan with employer contributions.
- £150 culture/sport allowance per year for all eligible staff on a permanent contract and who have successfully completed their trial period.
- Epic subsidizes 50% of the cost of weekly, monthly, or annual local transportation passes (London Underground and London Buses).
- A monthly tax-free homeworking contribution in the amount of £26 per month for all eligible staff on a permanent contract and who have successfully completed their trial period.
- Workplace Amenities: Access to modern workplace amenities: onsite kitchen and snacks, and recreational facilities.
To apply:
Send your CV and cover letter via our charity job link.
Applications without a cover letter will not be considered. Applications will be reviewed on a rolling basis, and only those candidates that meet our requirements will be contacted.
Epic is dedicated to ensuring equal opportunities in employment. We hire based on merit, and all candidates will be considered for employment regardless of age, disability, gender identity, marital status, pregnancy, ethnicity, religion, sex, or sexual orientation. At Epic, we seek individuals who share our passion for what we do, bringing diverse backgrounds, perspectives, and experiences to collectively make a positive impact.
If you require any assistance with your application or preparation for an interview for one of our job openings, please don't hesitate to contact us. We are committed to ensuring you have a positive and comfortable experience.
The client requests no contact from agencies or media sales.