Job Description

Customer Service Agent - Care Helpline
Job Advert: Care Help Team Member
Location: Hungerford, Berkshire
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:
, , and .
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. But we're now piloting evening and weekend opening hours, in response to increasing demand.
We are looking for new team members who are open to working flexible shifts, which will include:
Evenings (up to 8pm)
Weekend working (both Saturdays and Sundays)
Our expectation are 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
You'll thrive in this role if you:
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
We offer opportunities for progression as the Care Help Team grows and evolves, and we'll support you to develop the skills and confidence to take on more responsibility over time.
Salary & Benefits
26,000 per year
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
About the role
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.
About the company
We are leading website publishers in the Care Home, Home Care and Nursery sectors. Our three main websites, carehome.co.uk, homecare.co.uk and daynurseries.co.uk receive a combined 22.5 million visitors each year. Each site has a unique audience and provides our visitors with a valuable resource to find the perfect facility for their loved ones or leave a review based on their own experience. We currently have over 45,000 customers across the care and nursery sectors.
The company is made up of Sales, Marketing, Content, Reviews, Jobs, Customer Service, Finance, HR, Care Help, Business Intelligence and Development teams.
Required Criteria
Desired Criteria
Skills you'll need

Skills Required