Customer Service Agent - Care Helpline

Position: Customer Service Agent - Care Helpline - £26,000 - Full-time

Job Description

Location:

Tomorrow's Guides Ltd, Unit 1, Station Yard, Station Road, Hungerford, Berkshire

Job Advert:
Care Help Team Member

Hours:

Full-time, 35 hours per week

Office requirement:
At least 3 days per week in our Hungerford office

About Tomorrow’s Guides

Tomorrow’s Guides operates three of the UK’s leading care directory websites: , , and  Our mission is to help families find the right care provider at one of life’s most difficult and emotional moments.

About the Role

You’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 Pattern

Historically, the team has operated Monday to Friday, 9am–5pm. We’re now piloting evening and weekend opening hours in response to increasing demand.

We are looking for a new team member who is open to working flexible shifts, which will include:

• Evenings (up to 8pm)
• Weekend working (both Saturdays and Sundays)

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 Doing

• Conduct inbound and outbound calls to understand each care seeker's situation
• Build personalised shortlists using our directory and filters
• Accurately complete enquiry forms and maintain records in Zendesk
• Follow up with families when needed to guide next steps
• Escalate sensitive or urgent cases to a team leader
• Contribute insights and feedback to improve the service

What Good Looks Like

• Are empathetic and emotionally intelligent, even under pressure
• Listen actively and give clear, confident advice
• Take ownership of follow-ups and details — nothing gets missed
• Write and speak with clarity and warmth
• Support your teammates and contribute to a positive team culture

Salary & Benefits

• £26,000 per year, depending on experience
• Up to £4,000 annual discretionary bonus
• 25 days holiday + bank holidays
• 6% employer pension contribution
• Access to salary sacrifice schemes (pension, electric car, Cycle2
  
  Work)
• Perkbox membership with wellbeing and retail discounts
• Long Service Awards

Company Culture

We’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.

Our recently renovated offices in Hungerford, West Berkshire, are open‑plan with a real collaborative feel.

Closing Date

Friday 16th January 2026

Contract Type

Full-time

Salary

£26,000.00 Yearly

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