Advice, Information & Helpline Officer

Action for Carers; Guildford; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Generous annual leave

Sick pay from day one

Paid volunteering leave

Personal celebration day

Job summary

Action for Carers Surrey in Guildford is seeking an Advice, Information & Helpline Officer to be the first point of contact for unpaid carers seeking support, information and guidance.

You will listen with empathy, triage needs, assess risks and signpost to internal and external services, helping carers feel informed, valued and supported in every conversation.

Responsibilities

• 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.

Job description

Advice, Information & Helpline Officer

Location: Guildford, Surrey

Salary: Competitive

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

Closing Date: 13th of September 2026

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.

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.
• 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.

Join a team that cares about carers and the people who support them.

Safeguarding Statement

Action for Carers Surrey is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults. We expect all colleagues and volunteers to share this commitment.