Job Description

Published
11/07/25
Helpline Support Assistant
Medway

Salary: 19,054.05 per annum (23,500 FTE)


Contract: Permanent


Hours: 30 Hours per week


Location: Office based - Central Strood Office
Carers First is a charity that works directly with, and for unpaid carers, providing personalised information, advice and tailored support making it easier for those caring for someone else to continue living their lives to the fullest.



We have a committed, dedicated staff team and you could be just the person we are looking for to join us to make that valuable difference in carer's lives. We live and work through our values in all that we achieve by being positive, collaborative and ambitious and we have clear plans to scale our reach, support and impact for carers.

About this role

As a Helpline Support Assistant your responsibilities would include: -


Contribute to the efficient operation of Carers First through general administrative support within the Helpline team. Provide responsive and accurate administrative support to the Helpline team Manage Helpline related administration Coordinate the allocation and distribution of IT equipment and mobile phones. Support the maintenance of IT equipment and mobile services.

About you

To be successful in this role you will need:


Over 2 years' experience working in an administrative role or a Helpline setting, providing efficient support managing enquiries, and maintaining service quality Exceptional organisational and communication skills, with the ability to manage multiple priorities effectively while maintaining clear and professional interactions with colleagues and service users. Demonstrated ability to work to performance targets while maintaining high standards of quality and adherence to establish processes Working knowledge of social care and health, particularly as it relates to working with Carers Strong understanding of professional boundaries, ensuring respectful, ethical and appropriate interactions in all workplace settings. Solid understanding of data protection principles and committed to maintaining strict confidentiality of personal information in line with GDPR and organisational policies Proven ability to work independently using own initiative, demonstrating sound judgement and proactive problem solving.

We are looking for passionate people who are committed to the overall aims and objectives of the Charity. Carers First is committed to providing a supportive, vibrant, diverse and inclusive workplace where everyone can thrive.

Carers First Can Offer You

In return for your contribution, we have an amazing package of staff benefits including 26 days annual leave entitlement which increases with length of service, flexible working options, paid carers leave, access to our work-place pension, staff discount scheme, employee assistance programme and a Benenden Healthcare package.



Whatever you are aiming to achieve in your career, we are here to encourage, help and support you grow, through our excellent training and development programmes.

How to apply

To apply for our exciting opportunity and make a real difference to the lives of carers, please download our Candidate Pack and click on the

'Apply Now'

button to begin your application.



Applications can only be assessed if they clearly state how you meet each of the requirements in the Personal Specification.



Appointments are subject to Carers First receiving an appropriate disclosure from the Disclosure and Barring Service that we consider acceptable.

Interview Process:

All successfully shortlisted candidates will be invited to interview. Date TBC.
Carers First is an Equal Opportunities Employer


Positive Collaborative Ambitious
Helpline Support Assistant


Apply Now

About Carers First

There are currently 5.7 million unpaid carers in the UK, however carer charities estimate that number could be as high as 10.6 million. Their huge contribution saves our economy 162 billion each year - the cost of a second NHS. Each carer's needs and situation are unique, but many face similar challenges. They can struggle to balance employment, finances, or their own wellbeing and time for themselves with their caring role. They may not be aware of the help and support available to them - and that is why we are here.



Carers First works directly with, and for, thousands of carers, providing personalised information and tailored support in the way that suits them: online, on the phone, or face to face in their local community. With the help of our supporters and volunteers, we can continue to be there for carers, helping them find balance, and to live their lives to the fullest - today, and for years to come.

Together working for carers

Last year, we reached over

376,000 carers

through digital services and face to face activities. We have been able to make a material difference in carers' lives and we can evidence that carers feel more confident, informed and resilient in their caring role.



We are growing, and currently have over

50,000 carers registered

with us.

Join our team

When you join Carers First, you join a vibrant, inclusive, and supportive team who all have a shared interest in supporting unpaid carers to continue living their lives to the fullest, across the country. In a community dedicated to caring, we believe that our employees and volunteers really do make a difference, therefore, we emphasise the importance of learning and development, as well as actively encouraging them to develop their skills with our fantastic learning and development programme. This means that all of our team become the best that they can be, whilst helping others do the same.