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Senior Advice and Information Officer (Helpline)

Epilepsy Action
Yeadon, Leeds
£31,000 per annum
Closing date
15 Jan 2021
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Job Details

34.5 hours a week • During current lockdown conditions the post holder will be expected to work mostly from home)

Epilepsy Action is a national charity that exists to improve the lives of everyone affected by epilepsy. We are seeking an experienced supervisor to play a key role in the effective running of our busy helpline service, which provides advice and information to around 10,000 people a year.

The Epilepsy Action Helpline gives people with epilepsy the support they need to live better with epilepsy. We also help families of people with epilepsy and people who work with or care for people with epilepsy.

You will work with the Advice and Information Services Manager to plan rotas and timetable daily helpline cover. You will support the advice and information officers by quality checking the advice they provide and giving constructive feedback. You will provide day-to-day supervision of the helpline team and be there to debrief after a difficult call. You will play an active role in recruiting and training new team members.

You will also provide regular helpline cover and give advice and information by phone, email and social media. You should have experience of helping people to make choices and take appropriate action, often when facing difficulties. You must have excellent written and verbal communication skills. You will need to be able to find, understand and disseminate complex information. You will function well under pressure and be able to prioritise your own work and that of the staff team.

The post will require you to work some evening and Saturday shifts, for example, to cover annual leave. The service is open until 7pm Monday to Thursday and from 10am to 4pm on Saturdays.

In return we will offer you great flexible working conditions, a range of employee benefits including a contributory pension plan, which is available to you from the day you start and a commitment to develop your skills and provide necessary training.

For a full description of our requirements and information on how to apply, please visit our website via the apply button.

CVs will not be accepted.

Closing date: 15th January 2021

Telephone Interviews: 27th January 2021

Interviews: 2nd February 2021 (to be performed remotely)

Epilepsy Action is a Disability Confident employer. We encourage applications from disabled people.

We will interview all disabled applicants who meet the essential criteria in the person specification.  Please show how you meet the essential criteria in the supporting information section.


Epilepsy Action is the largest member-led epilepsy organisation in Britain, acting as the voice for the UK's estimated 456,000 people with epilepsy, as well as their friends, families, carers, health professionals and the many other people on whose lives the condition has an impact.

As well as campaigning to improve epilepsy services and raise awareness of the condition, we offer assistance to people in a number of ways including a national network of branches, accredited volunteers, regular regional conferences and freephone and email helplines.

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