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 ( For more information please read our Policy Statement on the recruitment of ex-offenders or our FAQs ) 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. 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 applying you can contact us for a friendly informal chat at [email protected] 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 isn’t about numbers; it’s about embracing diversity and ensuring that everyone's voice is heard, needs are met, and contributions are acknowledged. We recognise that each person’s 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 work in roles which are legally entitled to get a DBS or Access NI (Northern Ireland) 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 [email protected] 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. If you want to find out more about what it is like to work with us visit our jobs webpage and 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 [email protected] We reserve the right to close this vacancy early if we receive a high volume of applications therefore early applications are advised.