Initial Contact Assessor
| Dyddiad hysbysebu: | 30 Ionawr 2026 |
|---|---|
| Cyflog: | £26,073.23 i £29,345.65 bob blwyddyn |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 23 Chwefror 2026 |
| Lleoliad: | LS19 7XY |
| Gweithio o bell: | Hybrid - gweithio o bell hyd at 3 ddiwrnod yr wythnos |
| Cwmni: | Epilepsy Action |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: |
Crynodeb
Hours: Full-time (34.5 hours per week over 5 days)
Location: Hybrid working (40% working from the office in Leeds)
Salary: £26,073.23 - £29,345.65
Contract: Permanent
DBS: An enhanced check will be required
About us
At Epilepsy Action we are inclusive, ambitious, supportive, and committed to creating a world without limits for people with epilepsy.
As we achieve the goals in our 2024 - 2030 strategy we are excited to welcome you to our passionate, supportive and committed team.
We understand the importance of a work life balance, and that's why we have a number of ways to support our people to achieve this. By operating a flexible and supportive approach, we empower people to work in a way that suits them that also meets the need of the charity.
If you are interested in building a career you can be proud of in an inclusive and ambitious organisation we might have the role for you!
About the role
Do you love helping people feel heard, understood, and empowered? Do you thrive in a fast‑paced environment where every conversation has the potential to change someone’s day or even their life? If so, this could be your perfect next step.
We’re building a brand-new team initial contact team which will play a central role in our new Information and Support Hub. This is your chance to be part of something new, influence how the service develops, and help set the standard from day one. As an Initial Contact Assessor, you will be the welcoming first point of contact for anyone reaching out for help, understanding, support or reassurance. You'll be sharing information from our website, referring people our other services (advice and support, peer support, family support, counselling) and signposting tools and resources or external support to ensure people with epilepsy get the right help at the right time.
At Epilepsy Action we recognise the power of collaboration and teamwork, so our team members with hybrid contracts can expect to work a minimum of 40% at our office in Leeds. On average this is 2 days a week, normally on Mondays and Thursdays, for full-time employees. The expectation to collaborate face-to-face is driven in part by your role and the activities you need to do which may vary from time to time, so you will need to work in a flexible way to help us create a world without limits for people with epilepsy
What you will do
Every day is different, but your purpose stays the same: help people feel supported from the very first moment they get in touch.
You will:
- Hold sensitive, structured assessments to understand each person’s situation, needs, and level of urgency.
- Respond compassionately across phone, email, webchat, social channels and webforms.
- Give clear, practical information and guidance, helping people understand their options.
- Signpost or refer to the right internal or external services, ensuring no one falls through the cracks.
- Spot safeguarding concerns early and escalate swiftly and appropriately.
- Keep accurate, confidential records, contributing to meaningful insights and real impact.
- Work alongside our wider services team so every person receives joined‑up, high‑quality support.
- Play a key role in promoting our services, helping even more people get the help they need.
This is a role where you’ll make a positive difference every single day often at moments when someone needs it most.
About you?
We’re excited to meet people who bring energy, care, and curiosity to the role. You will thrive here if you are:
- A warm, confident communicator able to explain things clearly, calmly and sensitively.
- An excellent listener, skilled at putting people at ease and understanding what’s really going on.
- Empathetic, patient and non‑judgemental, especially when supporting people in distress.
- Experienced in customer‑facing or support roles, ideally across both phone and digital channels.
- Comfortable assessing needs, identifying risks and navigating next steps.
- Organised, focused and calm under pressure, even when juggling multiple enquiries.
- Digitally confident, with strong attention to detail and accurate record‑keeping.
- A team player, who also works well independently and takes initiative.
- Committed to safeguarding, confidentiality, and doing what’s right for each person.
Experience with long‑term conditions, disabilities or vulnerable groups is a bonus, but if you don’t yet know much about epilepsy, don’t worry. We’ll train you.
Closing Date: Monday 23rd February @ 9am
Informal Chat: Week commencing 2nd March 2026
Interviews: Week commencing 16th March 2026
Recruitment process: We believe that having an informal chat before the formal interview process allows us and you to have an open and honest conversation about the role, our organisation culture and what attracted you to apply. This is why as part of this process we will be inviting people to a 30 minute online chat with a member of our team before inviting shortlisted candidates to formal interview. There will be a panel interview and a written task as part of the process.
Location: Hybrid working (40% working from the office in Leeds)
Salary: £26,073.23 - £29,345.65
Contract: Permanent
DBS: An enhanced check will be required
About us
At Epilepsy Action we are inclusive, ambitious, supportive, and committed to creating a world without limits for people with epilepsy.
As we achieve the goals in our 2024 - 2030 strategy we are excited to welcome you to our passionate, supportive and committed team.
We understand the importance of a work life balance, and that's why we have a number of ways to support our people to achieve this. By operating a flexible and supportive approach, we empower people to work in a way that suits them that also meets the need of the charity.
If you are interested in building a career you can be proud of in an inclusive and ambitious organisation we might have the role for you!
About the role
Do you love helping people feel heard, understood, and empowered? Do you thrive in a fast‑paced environment where every conversation has the potential to change someone’s day or even their life? If so, this could be your perfect next step.
We’re building a brand-new team initial contact team which will play a central role in our new Information and Support Hub. This is your chance to be part of something new, influence how the service develops, and help set the standard from day one. As an Initial Contact Assessor, you will be the welcoming first point of contact for anyone reaching out for help, understanding, support or reassurance. You'll be sharing information from our website, referring people our other services (advice and support, peer support, family support, counselling) and signposting tools and resources or external support to ensure people with epilepsy get the right help at the right time.
At Epilepsy Action we recognise the power of collaboration and teamwork, so our team members with hybrid contracts can expect to work a minimum of 40% at our office in Leeds. On average this is 2 days a week, normally on Mondays and Thursdays, for full-time employees. The expectation to collaborate face-to-face is driven in part by your role and the activities you need to do which may vary from time to time, so you will need to work in a flexible way to help us create a world without limits for people with epilepsy
What you will do
Every day is different, but your purpose stays the same: help people feel supported from the very first moment they get in touch.
You will:
- Hold sensitive, structured assessments to understand each person’s situation, needs, and level of urgency.
- Respond compassionately across phone, email, webchat, social channels and webforms.
- Give clear, practical information and guidance, helping people understand their options.
- Signpost or refer to the right internal or external services, ensuring no one falls through the cracks.
- Spot safeguarding concerns early and escalate swiftly and appropriately.
- Keep accurate, confidential records, contributing to meaningful insights and real impact.
- Work alongside our wider services team so every person receives joined‑up, high‑quality support.
- Play a key role in promoting our services, helping even more people get the help they need.
This is a role where you’ll make a positive difference every single day often at moments when someone needs it most.
About you?
We’re excited to meet people who bring energy, care, and curiosity to the role. You will thrive here if you are:
- A warm, confident communicator able to explain things clearly, calmly and sensitively.
- An excellent listener, skilled at putting people at ease and understanding what’s really going on.
- Empathetic, patient and non‑judgemental, especially when supporting people in distress.
- Experienced in customer‑facing or support roles, ideally across both phone and digital channels.
- Comfortable assessing needs, identifying risks and navigating next steps.
- Organised, focused and calm under pressure, even when juggling multiple enquiries.
- Digitally confident, with strong attention to detail and accurate record‑keeping.
- A team player, who also works well independently and takes initiative.
- Committed to safeguarding, confidentiality, and doing what’s right for each person.
Experience with long‑term conditions, disabilities or vulnerable groups is a bonus, but if you don’t yet know much about epilepsy, don’t worry. We’ll train you.
Closing Date: Monday 23rd February @ 9am
Informal Chat: Week commencing 2nd March 2026
Interviews: Week commencing 16th March 2026
Recruitment process: We believe that having an informal chat before the formal interview process allows us and you to have an open and honest conversation about the role, our organisation culture and what attracted you to apply. This is why as part of this process we will be inviting people to a 30 minute online chat with a member of our team before inviting shortlisted candidates to formal interview. There will be a panel interview and a written task as part of the process.
Aelod balch o'r cynllun cyflogwyr Hyderus o ran Anabledd
Hyderus o ran Anabledd
Gwybodaeth am Hyderus o ran Anabledd
Yn gyffredinol, bydd cyflogwr Hyderus o ran Anabledd yn cynnig cyfweliad i unrhyw ymgeisydd sy'n datgan eu bod yn anabl ac yn bodloni'r meini prawf lleiaf ar gyfer y swydd fel y diffinnir gan y cyflogwr. Mae'n bwysig nodi, mewn rhai sefyllfaoedd recriwtio fel nifer fawr o ymgeiswyr, cyfnod tymhorol ac amseroedd prysur iawn, efallai y bydd y cyflogwr am gyfyngu ar y niferoedd cyffredinol o gyfweliadau a gynigir i bobl anabl a phobl nad ydynt yn anabl. Am fwy o fanylion ewch i Hyderus o ran Anabledd.