Customer Service Agent - Care Helpline - £26,000 to £28,000 - Full-time

Job DescriptionLocation: Tomorrows Guides Ltd, Unit 1, Station Yard, Station RoadJob Advert: Care Help Team MemberLocation: Hungerford, BerkshireHours: Full-time, 35 hours per weekOffice requirement: At least 3 days per week in our Hungerford officeAbout Tomorrow’s GuidesTomorrow’s Guides operates three of the UK’s leading care directory websites: carehome. co. uk, homecare. co. uk, and daynurseries. co. uk. Our mission is to help families find the right care provider at one of life’s most difficult and emotional moments.

About The RoleYou’ll be part of our Care Help Team, speaking directly with families who need support finding a care home for a loved one. These conversations often come at a time of crisis — your job is to offer calm, expert guidance and make a stressful task feel more manageable. You’ll listen carefully, understand each family's needs, and use our platform to build a tailored shortlist of care homes. You’ll submit enquiries on their behalf and follow up to support decision-making. Working Hours & Shift PatternHistorically, the team has operated Monday to Friday, 9am–5pm.

But we’re now piloting evening and weekend opening hours, in response to increasing demand. We are looking for new team members who are open to working flexible shifts, which will include: Evenings (up to 8pm)Weekend working (both Saturdays and Sundays)Our expectation are shifts will follow a 4-week rota, published around 4 weeks in advance. A typical pattern might include a week of early shifts, a week of evenings, a week of standard hours, and a week with a weekend shift. To be clear:

evening and weekend working will be a permanent part of the role, not just part of the pilot. What You’ll Be DoingConduct inbound and outbound calls to understand each care seeker's situationBuild personalised shortlists using our directory and filtersAccurately complete enquiry forms and maintain records in ZendeskFollow up with families when needed to guide next stepsEscalate sensitive or urgent cases to a team leaderContribute insights and feedback to improve the serviceWhat Good Looks LikeYou’ll thrive in this role if you:

Are empathetic and emotionally intelligent, even under pressureListen actively and give clear, confident adviceTake ownership of follow-ups and details — nothing gets missedWrite and speak with clarity and warmthSupport your teammates and contribute to a positive team cultureWe offer opportunities for progression as the Care Help Team grows and evolves, and we’ll support you to develop the skills and confidence to take on more responsibility over time.

Salary & Benefits£26,000–£28,000 per year, depending on experienceUp to £4,000 annual discretionary bonus25 days holiday + bank holidays6% employer pension contributionAccess to salary sacrifice schemes (pension, electric car, Cycle2Work)Perkbox membership with wellbeing and retail discountsLong Service AwardsAbout The RoleAbout the RoleYou’ll be part of our Care Help Team, speaking directly with families who need support finding a care home for a loved one. These conversations often come at a time of crisis — your job is to offer calm, expert guidance and make a stressful task feel more manageable.

You’ll listen carefully, understand each family's needs, and use our platform to build a tailored shortlist of care homes. You’ll submit enquiries on their behalf and follow up to support decision-making. Skills NeededAbout The CompanyWe're a fun and friendly company to work for. We are a uniquely friendly and sociable organisation with a tremendous level of cross-departmental support. The direction of the company is open and transparent to all employees and there is a huge sense of working together to achieve a common goal.

We are growing at a fast pace and developing at an equal speed and have surpassed some incredible goals over the last few years. Company CultureOur recently renovated offices in Hungerford, West Berkshire, are open-plan with a real collaborative feel. Required CriteriaDesired CriteriaClosing DateSunday 31st August, 2025Contract TypefulltimeSalaryFrom £26,000. 00 Yearly to £28,000. 00 Yearly