Customer Service Information Officer

Surrey County Council; Greater London; Hybrid; GBP 29,000 - 35,000; Full time

Job description

Description

We are committed to the development of our workforce. This position is only available to applicants who already work for Surrey County Council.We thank you for your interest in our roles and encourage you to explore our vacancies which are open to all.

The starting salary for this role is £29,697 per annum for working 36 hours per week.

We are excited to be looking for aCustomer Service Information Officerto join our excellent team at Surrey County Council's Contact Centre. You'll be part of a team that values development, collaboration, and will play a key role in maintaining the outstanding service we provide to our residents.

This role offers hybrid working — as a team, we typically split our time between working from home and collaborating in the office two days per week.

Rewards and Benefits

• 26 days' holiday (pro-rated for part-time staff), rising to 28 days after 2 years' service and 30 days after 5 years' service
• Option to buy up to 5 days of additional annual leave
• An extensive Employee Assistance Programme (EAP) to support health and wellbeing
• Up to 5 days of carer's leave per year
• Paternity, adoption and dependents leave
• A generous local government salary-related pension
• Lifestyle discounts including gym, travel, shopping and more
• 2 paid volunteering days per year
• Learning and development hub with a wide range of resources

About the Team

Surrey County Council's Contact Centre provides a front door to our residents for the main services delivered by the Council, handling a wide and interesting range of enquiries.

With over 1.2 million residents in Surrey, it's a complex, fast-paced operation that requires quick responses to changes in customer contact and service requirements. While this makes it a busy and sometimes pressurised environment, our Officers are empowered to make decisions, show initiative, and contribute ideas to improve the quality of service we provide.

About the Role

As a Customer Service Information Officer, you'll join a team of over 30 Officers who prides itself on fostering a supportive and collaborative environment. Whether you're looking to develop within the service or explore opportunities across the Council, we're here to support your career journey.

This role offers a fantastic opportunity to gain invaluable customer service experience while learning about the wide range of services the Council provides — making it a great stepping stone for your future.

You'll be responding to enquiries, initially by telephone and, once fully trained, by email and webchat. Topics range from School Admissions and Transport, Highways, the Registration service, to our Community Helpline, which provides financial, welfare, and wellbeing support.

We provide extensive training and support for all new and existing team members. Your induction will last 3 weeks and includes subject matter training, systems training, and call handling development to ensure you're equipped for success. Once trained, you'll take calls from the office full time initially, so you have immediate, face-to-face support available.

We're looking for individuals with a genuine passion for customer service who enjoy helping people every day.

Shortlisting Criteria

To be considered for shortlisting for this position, your application will clearly evidence the following:

• Experience delivering high levels of customer care and professionalism, including in sensitive or emotionally challenging situations
• Strong IT skills and experience using databases with a high level of accuracy
• Ability to work effectively, flexibly, and as part of a team
• Excellent written and verbal communication and interpersonal skills

You'll need to show relevant experience (not necessarily within a Contact Centre), and a natural capacity for empathy when handling potentially distressing or complex calls.

If you meet the above criteria and are enthusiastic about supporting our residents, we'd love to hear from you!

Contact Us

Please contact us for any questions relating to the role. This could be to discuss flexible working requests, transferable skills or any barriers to employment.

For an informal discussion please contact Sarah Hutin or Shabana Kausar via email.

The job advert closes at 23:59 on 08/05/2025 with interviews to follow.

We look forward to receiving your application, please click on the apply online button below to submit.

Our Values

Our values are as important as our abilities and shape who we are as an organisation. Discover more about our values .

Before submitting your application, we recommend reading the full job description. You may also find ourLife at Surrey handbook helpful for insights into the Council's culture and how as a valued employee, you can help shape our future.

Our Commitment

Surrey County Council is proud to be a Disability Confident Employer. A guaranteed interview will be offered to all disabled applicants where:

• The candidate has demonstrated they meet the minimum criteria for the role in their application
• The candidate has chosen to share that they have a disability on the application form

Our application and onboarding process includes opportunities to request reasonable adjustments for interviews and the role itself. We are committed to being an inclusive and diverse employer that reflects the community we serve. We particularly welcome applications from underrepresented groups.