Advice, Information andamp; Helpline Officer
Location: Surrey GU4 7HL
Salary: Competitive
Vacancy Type: Permanent and Full Time (36 hours per week)
Closing Date: 01st of November2026
As an Advice, Information andamp; Helpline Officer, you will be the first point of contact for unpaid carers seeking support,andnbsp;informationandnbsp;andandnbsp;guidance.andnbsp;
Through compassionate listening, professionalandnbsp;judgementandnbsp;and effective triage, you will helpandnbsp;unpaidandnbsp;carers access information, services and support that can make a real difference to their lives.andnbsp;
This is a rewarding opportunity for someone who combines empathy with professionalism and is passionate about helping others.andnbsp;
In this role, you will:andnbsp;
- Provide information,andnbsp;guidanceandnbsp;and signposting toandnbsp;carers.andnbsp;
- Assess needs andandnbsp;identifyandnbsp;potential risks.andnbsp;
- Respond to enquiries with empathy,andnbsp;professionalismandnbsp;and sensitivity.andnbsp;
- Connect carers withandnbsp;appropriate support, both within our organisation and beyond.andnbsp;
- Help ensure carers feel informed,andnbsp;valuedandnbsp;and supported.andnbsp;
Helping carers feel heard,andnbsp;understoodandnbsp;and supported, one conversation at a time.andnbsp;
Working Hours andamp; Flexibilityandnbsp;
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.andnbsp;
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.andnbsp;
A typical working pattern is:andnbsp;
Weeks working Monday to Fridayandnbsp;
- Monday: 9.30am andndash; 5.00pm (including a 30-minute break)andnbsp;
- Tuesday: 9.30am andndash; 5.00pm (including a 30-minute break)andnbsp;
- Wednesday: 12.00pm andndash; 8.00pm (including a 30-minute break)andnbsp;
- Thursday: 9.30am andndash; 5.00pm (including a 30-minute break)andnbsp;
- Friday: 9.00am andndash; 5.00pm (including a 30-minute break)andnbsp;
Weeks including Saturday working (approximately one Saturday per month)andnbsp;
- Monday: 9.30am andndash; 5.00pm (including a 30-minute break)andnbsp;
- Tuesday: 9.30am andndash; 5.00pm (including a 30-minute break)andnbsp;
- Wednesday: 4.30pm andndash; 8.00pmandnbsp;
- Thursday: 9.30am andndash; 5.00pm (including a 30-minute break)andnbsp;
- Friday: 9.00am andndash; 5.00pm (including a 30-minute break)andnbsp;
- Saturday: 9.00am andndash; 1.00pmandnbsp;
In return for working approximately one Saturday per month, weekday hours are adjusted to maintain your contracted 36-hour working week. andnbsp;
Why Workandnbsp;Withandnbsp;Us?andnbsp;
Atandnbsp;Action for Carers Surrey,andnbsp;weandrsquo;reandnbsp;committed to creating a supportive and inclusive environment where every colleague can thrive. Our benefits reflect our values ofandnbsp;Focus, Inclusion, Respect and Excellence, ensuring you feel valued, supported and empowered in both your work and personal life
Our Benefits Include:andnbsp;
- Generous annual leave andndash; 28 days plus Bank Holidays for full-time colleagues, rising to 31 days with length of service.andnbsp;
- Company sick pay from day one andndash; Because your wellbeing matters.andnbsp;
- Paid carersandrsquo; leave andndash; Recognising and supporting colleagues with caring responsibilities.andnbsp;
- Paid volunteering leave andndash; Up to two days per year to support a cause that matters to you.andnbsp;
- Personal celebration day andndash; Anandnbsp;additionalandnbsp;paid day to celebrate a birthday, familyandnbsp;milestoneandnbsp;or other special occasion.andnbsp;
- HSF Health Plan membership andndash; Including healthcare support,andnbsp;Perkboxandnbsp;discounts and rewards, and access to an Employee Assistance Programme.andnbsp;
- Blue Light Card Membership andndash; Offering discounts on a wide range of goods and servicesandnbsp;
- Flu jab reimbursement scheme andndash; Helping you look after your health and wellbeing.andnbsp;
- Employee payroll loan scheme andndash; Providing support with unexpected expenses when needed.andnbsp;
- Pension scheme andndash; With Smart Pension, helping you plan for your future.andnbsp;
- Bringing people together andndash; Including our annual employee conference and summer social event, giving colleagues opportunities to connect, collaborate and celebrate our collective impact.andnbsp;
- Staff Carers Group andndash; Offering connection, understanding and peer support from colleagues who have caring responsibilities.andnbsp;
To Apply
If you feel you are a suitable candidate and would like to work for Action for Carers, please click apply to be redirected to our website to complete your application.