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

**Job Description** **Location:** Tomorrows Guides Ltd, Unit 1, Station Yard, Station Road **Care Help Team Member** Location: Hungerford, Berkshire Office: Minimum 3 days per week in our Hungerford office Hours: Full\-time, 35 hours per week **Help families find the right care, with confidence** Every day, families come to us when they need to make a difficult decision. Your role is to help them make sense of it. You’ll speak with families, understand their situation, and guide them towards clear next steps. **What The Role Involves** * Speaking with families on the phone (inbound and outbound calls) * Handling enquiries and guiding people through their options * Understanding care needs, location, and funding * Building tailored shortlists of care homes * Recording clear, accurate information in our CRM * Following up so nothing gets missed **How We Work** We’re open when families need us: * Weekdays: 8am – 7pm * Weekends: 10am – 4pm You’ll work a 4\-week rota with a mix of shifts, including 1 weekend in 4\. Each shift includes a Senior for support, so you’re never on your own. **What Matters In This Role** This isn’t about scripts or volume. It’s about helping people move forward when things feel unclear. **You’ll Do Well If You** * Stay calm in emotional conversations * Explain things simply and clearly * Take ownership of follow\-ups and details * Listen properly before offering guidance **What Will Help** You don’t need care experience. **But It Helps If You’ve Worked In** * Customer service, call handling, or customer support roles * A care, healthcare, or advisory setting **Or If You’ve Supported People Through** * Complex or unfamiliar situations * Sensitive conversations * Decisions without a clear “right answer” **Salary \& Benefits** * £26,000 \+ up to £4,000 bonus * 25 days holiday \+ bank holidays * 6% employer pension contribution * Perkbox and Salary sacrifice schemes **About The Role** **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. **Skills Needed** **About The Company** 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. **Company Culture** Our recently renovated offices in Hungerford, West Berkshire, are open\-plan with a real collaborative feel. **Required Criteria** **Desired Criteria** **Closing Date** Tuesday 26th May, 2026 **Contract Type** fulltime **Salary** £26,000\.00 Yearly