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- Tasks: Support families in finding care homes with empathy and expert guidance.
- Company: Join Tomorrow's Guides, a leading care directory company with a friendly culture.
- Benefits: Enjoy a competitive salary, bonus potential, generous holiday, and wellness perks.
- Other info: Flexible shifts, supportive team environment, and opportunities for growth.
- Why this job: Make a real difference in people's lives during challenging times.
- Qualifications: Empathy, active listening, and strong communication skills are essential.
The predicted salary is between 20800 - 29200 £ per year.
Location: Tomorrow's Guides Ltd, Unit 1, Station Yard, Station Road, Hungerford, Berkshire
Job Advert: Care Help Team Member
Hours: Full-time, 35 hours per week
Office requirement: At least 3 days per week in our Hungerford office
About Tomorrow’s Guides
Tomorrow’s Guides operates three of the UK’s leading care directory websites: carehome.co.uk, homecare.co.uk, and daynurseries.co.uk. Our mission is to help families find the right care provider at one of life’s most difficult and emotional moments.
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.
Working Hours & Shift Pattern
Historically, the team has operated Monday to Friday, 9am–5pm. We’re now piloting evening and weekend opening hours in response to increasing demand. We are looking for a new team member who is open to working flexible shifts, which will include:
- Evenings (up to 8pm)
- Weekend working (both Saturdays and Sundays)
Shifts will follow a 4-week rota, published around 4 weeks in advance. A typical pattern might include a week of early shifts, a week of evenings, a week of standard hours, and a week with a weekend shift. To be clear: evening and weekend working will be a permanent part of the role, not just part of the pilot.
What You’ll Be Doing
- Conduct inbound and outbound calls to understand each care seeker's situation
- Build personalised shortlists using our directory and filters
- Accurately complete enquiry forms and maintain records in Zendesk
- Follow up with families when needed to guide next steps
- Escalate sensitive or urgent cases to a team leader
- Contribute insights and feedback to improve the service
What Good Looks Like
- Are empathetic and emotionally intelligent, even under pressure
- Listen actively and give clear, confident advice
- Take ownership of follow-ups and details — nothing gets missed
- Write and speak with clarity and warmth
- Support your teammates and contribute to a positive team culture
Salary & Benefits
- £26,000 per year, depending on experience
- Up to £4,000 annual discretionary bonus
- 25 days holiday + bank holidays
- 6% employer pension contribution
- Access to salary sacrifice schemes (pension, electric car, Cycle2Work)
- Perkbox membership with wellbeing and retail discounts
- Long Service Awards
Company Culture
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. Our recently renovated offices in Hungerford, West Berkshire, are open‑plan with a real collaborative feel.
Closing Date: Friday 16th January 2026
Contract Type: Full-time
Salary: £26,000.00 Yearly
Customer Service Agent - Care Helpline - £26,000 - Full-time in Hungerford employer: Tomorrow's Guides
Contact Detail:
Tomorrow's Guides Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Agent - Care Helpline - £26,000 - Full-time in Hungerford
✨Tip Number 1
Get to know the company! Before your interview, spend some time browsing Tomorrow's Guides' websites. Understanding their mission and values will help you connect with the team and show that you're genuinely interested in the role.
✨Tip Number 2
Practice your listening skills! As a Customer Service Agent, you'll need to listen carefully to families in distress. Try role-playing with a friend or family member to get comfortable with asking the right questions and providing empathetic responses.
✨Tip Number 3
Be ready for flexibility! Since the role involves evening and weekend shifts, be prepared to discuss your availability during the interview. Showing that you're open to working different hours can set you apart from other candidates.
✨Tip Number 4
Apply through our website! We love seeing applications come directly from our site. It shows initiative and gives you a better chance of standing out in the hiring process. Plus, it’s super easy to do!
We think you need these skills to ace Customer Service Agent - Care Helpline - £26,000 - Full-time in Hungerford
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Service Agent role. Highlight your empathy and communication skills, as these are key in helping families during tough times.
Showcase Relevant Experience: If you've got experience in customer service or a similar field, flaunt it! Share specific examples of how you've helped others, especially in high-pressure situations.
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and avoid jargon. We want to see your personality shine through while still being professional.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at Tomorrow's Guides
✨Understand the Role
Before your interview, make sure you fully grasp what being a Customer Service Agent at Tomorrow's Guides entails. Familiarise yourself with their care directory websites and think about how you can contribute to helping families during tough times.
✨Show Empathy and Communication Skills
Since this role involves speaking with families in crisis, it's crucial to demonstrate your empathy and communication skills. Prepare examples from your past experiences where you've successfully handled sensitive situations or provided support to others.
✨Be Ready for Flexibility
The job requires flexibility with shifts, including evenings and weekends. Be prepared to discuss your availability and show that you're open to working these hours. This will highlight your commitment to the role and the team.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team culture, training opportunities, or how they measure success in the role. This shows your genuine interest in the position and helps you assess if it’s the right fit for you.