Initial Contact Assessor

Hours: Full-time (34.5 hours per week over 5 days)

Location:Hybrid working (40% working from the office in Leeds)

Salary: 26073.23 - 29345.65

Contract:Permanent

DBS: An enhanced check will be required

(For more information please read our Policy Statement on the recruitment of ex-offendersor our FAQs)

About us

At Epilepsy Action we are inclusive ambitious supportive and committed to creating aworld without limitsfor 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 thats 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 fastpaced environment where every conversation has the potential to change someones day or even their life If so this could be your perfect next step.

At Epilepsy Action our mission is bold: a world without limits for people with building a brand-new team to transform first-contact support. This is a chance to be part of something new influence how the service develops and help set the standard from day one.Our Information & Support Hub is at the centre of that mission and as an Initial Contact Assessor you will be the welcoming first point of contact for anyone reaching out for help understanding support or reassurance.

At Epilepsy Action we recognise the power ofcollaboration 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 persons 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 joinedup highquality support.
• Play a key role in promoting our services helping even more people get the help they need.

This is a role where youll make a positive difference every single day often at moments when someone needs it most.

About you

Were 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 whats really going on.
• Empathetic patient and nonjudgemental especially when supporting people in distress.
• Experienced in customerfacing 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 recordkeeping.
• A team player who also works well independently and takes initiative.
• Committed to safeguarding confidentiality and doing whats right for each person.

Experience with longterm conditions disabilities or vulnerable groups is a bonus and if you dont yet know much about epilepsy dont worry. Well train you.

Click here for the job description and person specification

Interested

If you are interested in what you have read so far you can either submit your application via our online portal or alternatively if you still have some questions before applyingyou can contact us for a friendly informal chat at emailprotected

Being an Inclusive Organisation

We want everyone in our community regardless of their backgrounds identities abilities or circumstances to feel valued and respected to participate fully.We know that inclusivity isnt about numbers; its about embracing diversity and ensuring that everyones voice is heard needs are met and contributions are acknowledged.

We recognise that each persons experiences shape how they think and having diverse representation across the organisation is fundamental to achieving our ambitions.

Despite this we are not as diverse as we would like and we actively encourage applications from people from all backgrounds and cultures in particular those from ethnic minority backgrounds who are currently under-represented.

We are also proud to be a Disability Confident Leader this means we encourage applications from disabled people and we are committed to interviewing disabled applicants who demonstrate through their application that they meet the essential criteria in the person specification. We want to support you to perform your best so if you require any reasonable adjustments please let us know.

Safer Recruitment

Epilepsy Action will ensure that all staff and volunteers who workin roles which are legally entitled to get a DBS or Access NI (NorthernIreland) check are screened appropriate to the role.

If a DBS or Access NI check reveals a conviction for a sexual offence against a child or vulnerable adult whenever it was committed that individual is not suitable for that role and will not be recruited. Any other convictions will be considered on an individual basis.

For further information please see our Safeguarding Vulnerable Adults Policy and Safeguarding Children Policy or contact emailprotected

Closing Date: Monday 26th February @ 9am

Informal Chat:Week commencing 2nd March 2026

Interviews:Monday 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 also be a written assessment as part of this recruitment process.

If you want to find out more about what it is like to work with us visitour jobs webpageand review our FAQs.

If you have a disability or long term health condition and feel that you would benefit from a reasonable adjustment as part of the process please contact emailprotected

We reserve the right to close this vacancy early if we receive a high volume of applications therefore early applications are advised.