Customer Relationship Associate

Surrey County Council; Byfleet; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A local government authority in the United Kingdom is seeking a Customer Relationship Associate to join their team. This role offers a salary of £30,647 per annum and follows a hybrid work model. Key responsibilities include providing exceptional customer support, handling queries about the Local Government Pension Scheme, and contributing to service improvements. Ideal candidates will possess strong communication, administrative, and IT skills. Join us in making a lasting impact on the community.

Benefits

26 days' holiday, rising to 28 days after 2 years

Option to buy additional annual leave

Local government salary related pension

Carer's leave and volunteering days

Employee Assistance Programme

Wellbeing discounts

Learning and development resources

Qualifications

• Ability to build sound relationships with customers.
• Experience in a high-volume customer service environment.
• Experience using IT systems to ensure accurate information sharing.

Responsibilities

• Provide a high level of customer service at all times.
• Respond to high volumes of enquiries within specified KPIs/SLAs.
• Maintain information systems ensuring data integrity and consistency.

Skills

Good written, numeracy and oral communication skills

Good administrative skills

Organisational and analytical skills

Ability to prioritise and plan workload

Competent in a range of IT tools

Job description

The starting salary for this role is £30,647 per annum based on working 36 hours per week.

We are hiring a new Customer Relationship Associate to join our fantastic Surrey Pension Customer Relationship team. Our team follows a hybrid schedule, working in-office one to two days per week with an additional one day per month for team meetings, and remotely for the rest. During your first eight weeks you will attend the office three days a week whilst you train and develop in the role.

Our Offer to You

• 26 days' holiday, rising to 28 days after 2 years' service and 31 days after 5 years' service
• Option to buy up to 10 days of additional annual leave
• A generous local government salary related pension
• Up to 5 days of carer's leave and 2 paid volunteering days per year
• Paternity, adoption and dependents leave
• An Employee Assistance Programme (EAP) to support health and wellbeing
• Learning and development hub where you can access a wealth of resources
• Wellbeing and lifestyle discounts including gym, travel, and shopping
• A chance to make a real difference to the lives of our residents.

About the Role

The Customer Relationship Team serves as the front line for supporting customers and stakeholders, addressing a variety of queries related to the Local Government Pension Scheme through both phone and email. As a Customer Relationship Associate, you will embrace the Surrey Pension team's culture of high standards and accountability, ensuring the delivery of an exceptional customer experience.

Operating with a limited degree of professional independence and autonomy, you will contribute to the success of the Surrey Pension team and will predominantly undertake operational work with specific responsibility for being the primary point of contact for customers and stakeholders and supporting the Customer Relationship Team Manager.

This includes :

• Providing a high level of customer service at all times
• Responding to high volumes of enquiries within the specified KPIs / SLAs
• Providing accurate information obtained from specialist IT systems or by referring defined complex enquiries to transactional or specialist second line support
• Maintaining information systems to ensure consistency and integrity of data
• Contributing to, and recommending changes and improvements to develop the level of service provided by the team

This role provides an excellent opportunity to gain further knowledge and experience within the service.

Shortlisting Criteria

In order to be considered for shortlisting, your application will clearly evidence the following skills and align with our behaviours :

• Good written, numeracy and oral communication skills with the ability to build sound relationships with customers
• Good administrative, organisational and analytical skills
• Ability to prioritise and plan own workload in the context of conflicting priorities and work on own initiative
• Competent in a range of IT tools

To apply, we request that you submit a CV and you will be asked the following 4 questions :

• Describe a time when you provided excellent customer service in a high-volume environment.
• How have you used IT systems or tools to ensure accurate information was shared with customers or stakeholders?
• Give an example of how you planned and prioritised your workload when faced with conflicting demands.
• Tell us about a time you identified and suggested an improvement to a process or service. What was the outcome?

The job advert will close at 23 : 59 on 12th November 2025 with interviews to follow.

Local Government Reorganisation

Surrey County Council is undergoing Local Government Reorganisation, moving from a two-tier system to two new unitary councils in April 2027. If you are employed by Surrey on 1st April 2027, your role will transfer with current terms and conditions to one of the new organisations, supporting local devolution and greater powers for our communities.

Join our dynamic team and shape the future of local government. Make a lasting impact with innovative solutions and improved services for our community. Help us build a brighter future for our residents!

Our Commitment

We are a disability confident employer which means if you have shared a disability on your application form and have evidenced you meet the minimum criteria, we guarantee you an interview.

Your skills and experience truly matter to us. From application to your first day, we're committed to supporting you with any adjustments you need, we value inclusion and warmly welcome you to join and help build a workplace where everyone belongs