Advice, Information & Helpline Officer

Ad Warrior Ltd; Guildford; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Annual leave 28 days plus Bank Holiday

Sick pay from day one

Paid carers’ leave

Pension scheme

Blue Light Card

Job summary

Action for Carers Surrey is seeking an Advice, Information & Helpline Officer to be the first contact for unpaid carers seeking support and guidance. You will listen with empathy, triage needs and signpost to services, within our organisation and beyond.

This permanent, full-time role (36 hours/week) is based at Guildford with one designated work-from-home day per week. Some evenings and occasional weekends may be required to ensure carers can access support when needed.

Qualifications

• Ability to listen with empathy and maintain confidentiality.
• Professional judgement and effective triage skills.
• Excellent communication and signposting abilities.

Responsibilities

• Provide information, guidance and signposting to unpaid carers.
• Assess needs and identify potential risks.
• Respond to enquiries with empathy and professionalism.
• Connect carers with appropriate internal and external support.
• Help ensure carers feel informed, valued and supported.

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)

Closing Date: 01st of November2026

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.