Job Description
Senior Customer Service Agent - Care Helpline
Location: Hungerford, Berkshire
Office: Minimum 3 days per week in our Hungerford office
Hours: Full-time, 35 hours per week
Lead the shift. Support the team. Keep the service steady.
This is a senior role within the Care Help Team.
You’ll support families directly, while helping the team deliver a consistent, high-quality service.
On each shift, you’ll be the person others turn to.
About The Role
What the role involves
Leading the shift
* Keeping the team focused and supported
* Helping manage workload and priorities
Supporting complex enquiries
* Stepping in when conversations are sensitive or unclear
* Helping shape the right approach
Coaching the team
* Giving clear, practical feedback
* Supporting others to build confidence
Maintaining quality
* Checking shortlists and data where needed
* Supporting call reviews and standards
How we work
* Weekdays: 8am – 7pm
* Weekends: 10am – 4pm
You’ll work a 4-week rota with a mix of shifts, including 1 weekend in 4.
Each shift includes at least 3 team members and a Senior lead.
What matters in this role
You don’t need to be loud.
You do need to be:
* Calm under pressure
* Clear in your thinking
* Willing to step in and help
You’ll do well if you:
* Take responsibility for the shift
* Support others without being asked
* Handle difficult situations with care and judgement
What you’ll bring
* Experience in customer service or call handling
* Experience in a care, healthcare, or support-based environment (helpful but not essential)
And:
* Confidence handling sensitive conversations
* Ability to guide and support others
* Good judgement in real-time situations
Salary & Benefits
* In the region of £28,000 + up to £4,000 bonus
* 25 days holiday + bank holidays
* 6% employer pension contribution
* Perkbox and Salary sacrifice schemes
Skills Needed
About The Company
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.
Company Culture
Our recently renovated offices in Hungerford, West Berkshire, are open-plan with a real collaborative feel.
Desired Criteria
Required Criteria
Closing DateFriday 10th April, 2026