Helpline Adviser

The hours for this role will be varied over shift patterns between 8am to 8pm Monday to Friday and 10am to 6pm Saturdays., 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.

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.

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.