Advice, Information & Helpline Officer

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. 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