Advice Information and Helpline Officer in Guildford)

Ad Warrior Ltd; Guildford; Hybrid; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Pension scheme

Health plan

Paid volunteering leave

Annual leave 28 days + BH

Employee assistance programme

Staff carer group

Job summary

Action for Carers Surrey is seeking an Advice, Information & Helpline Officer to be the first point of contact for unpaid carers seeking guidance. You will listen with empathy, triage needs, and signpost to appropriate services, both within our organisation and externally, to make a real difference.

The role is based at our Guildford office with a hybrid working pattern and requires flexibility to cover daytime, evening and occasional weekend hours to ensure carers access support when needed.

Qualifications

• Experience in frontline information and signposting is desirable.
• Ability to assess carers' needs with sensitivity and discretion.
• Willingness to work flexible hours including some evenings/weekends as required.

Responsibilities

• Provide information, guidance and signposting to unpaid carers.
• Assess needs and identify potential risks in callers’ situations.
• Respond to enquiries with empathy, professionalism and sensitivity.
• Connect carers with internal and external support services.
• Help carers feel informed, valued and supported through each conversation.

Skills

Empathy & listening

Information delivery

Signposting guidance

Needs assessment

Triage & risk assessment

Tools

CRM or case management

Job description

Advice, Information & Helpline Officer

Location: Action for Carers (Surrey) Astolat , Guildford , Surrey , GU4 7HL

Salary: Competitive

Vacancy Type: Permanent and Full Time (36 hours per week)

Closes on : 01 November 2026

Every interaction matters. Every carer deserves to feel heard.

As an Advice, Information & Helpline Officer, you will be the first point of contact for unpaid carers seeking support, information and guidance.

Through compassionate listening, professional judgement and effective triage, you will help unpaid carers access information, services and support that can make a real difference to their lives.

This is a rewarding opportunity for someone who combines empathy with professionalism and is passionate about helping others.

In this role, you will:

• Provide information, guidance and signposting to carers.
• Assess needs and identify potential risks.
• Respond to enquiries with empathy, professionalism and sensitivity.
• Connect carers with appropriate support, both within our organisation and beyond.
• Help ensure carers feel informed, valued and supported.

Helping carers feel heard, understood and supported, one conversation at a time.

Working Hours & Flexibility

This is a full-time position (36 hours per week) based at our Guildford office (Astolat, Coniers Way, Guildford, GU4 7HL), with one designated working-from-home day per week.

As a service supporting unpaid carers, some flexibility is required. The role includes a combination of daytime, evening and occasional weekend working to ensure carers can access support and activities at times that suit their needs.

A typical working pattern is:

Weeks working Monday to Friday

• Monday: 9.30am - 5.00pm (including a 30-minute break)
• Tuesday: 9.30am - 5.00pm (including a 30-minute break)
• Wednesday: 12.00pm - 8.00pm (including a 30-minute break)
• Thursday: 9.30am - 5.00pm (including a 30-minute break)
• Friday: 9.00am - 5.00pm (including a 30-minute break)

Weeks including Saturday working (approximately one Saturday per month)

• Monday: 9.30am - 5.00pm (including a 30-minute break)
• Tuesday: 9.30am - 5.00pm (including a 30-minute break)
• Wednesday: 4.30pm - 8.00pm
• Thursday: 9.30am - 5.00pm (including a 30-minute break)
• Friday: 9.00am - 5.00pm (including a 30-minute break)
• Saturday: 9.00am - 1.00pm

In return for working approximately one Saturday per month , weekday hours are adjusted to maintain your contracted 36-hour working week.

Why Work With Us?

At Action for Carers Surrey, we're committed to creating a supportive and inclusive environment where every colleague can thrive. Our benefits reflect our values of Focus, Inclusion, Respect and Excellence, ensuring you feel valued, supported and empowered in both your work and personal life

Our Benefits Include:

Generous annual leave - 28 days plus Bank Holidays for full-time colleagues, rising to 31 days with length of service.

• Company sick pay from day one - Because your wellbeing matters.
• Paid carers' leave - Recognising and supporting colleagues with caring responsibilities.
• Paid volunteering leave - Up to two days per year to support a cause that matters to you.
• Personal celebration day - An additional paid day to celebrate a birthday, family milestone or other special occasion.
• HSF Health Plan membership - Including healthcare support, Perkbox discounts and rewards, and access to an Employee Assistance Programme.
• Blue Light Card Membership - Offering discounts on a wide range of goods and services
• Flu jab reimbursement scheme - Helping you look after your health and wellbeing.
• Employee payroll loan scheme - Providing support with unexpected expenses when needed.
• Pension scheme - With Smart Pension, helping you plan for your future.
• Bringing people together - Including our annual employee conference and summer social event, giving colleagues opportunities to connect, collaborate and celebrate our collective impact.
• Staff Carers Group - Offering connection, understanding and peer support from colleagues who have caring responsibilities.