Location
Weybridge, Surrey with positions available in East and West Surrey. Hybrid working with a typical split of working from home and two days per week in the office.

Hours
Full Time - 36 hours per week

Salary
£31,659 per annum

About the Role
Surrey County Council's Contact Centre is the first point of contact for residents accessing a wide range of council services. Serving over 1.2 million residents, this fast-paced and complex environment requires quick adaptation to changing customer needs. As a Customer Service Information Officer, you will respond to enquiries initially by telephone and, once fully trained, also by email and webchat. You will handle topics including School Admissions and Transport, Highways, the Registration service, and the Community Helpline which offers financial, welfare, and wellbeing support.

You will receive extensive training including a three-week induction covering subject matter, systems, and call handling to ensure you are fully equipped for success. Initially, calls will be taken from the office to provide immediate face-to-face support.

You will join a supportive team of over 30 Officers who value collaboration and development. This role offers an excellent opportunity to gain valuable customer service experience and insight into the broad range of council services, providing a strong foundation for your future career.

Our Offer to You
26 days’ holiday, increasing to 28 days after 2 years’ service and 31 days after 5 years, plus bank holidays (pro-rated for part-time staff)
Option to buy up to 10 additional days of annual leave
Generous local government salary-related pension scheme
Up to 5 days of carer’s leave and 2 paid volunteering days per year
Paternity, adoption and dependents leave
Employee Assistance Programme (EAP) supporting health and wellbeing
Access to a learning and development hub with extensive resources
Wellbeing and lifestyle discounts including gym, travel, and shopping
A chance to make a real difference to the lives of Surrey residents

Local Government Reorganisation
Surrey County Council is transitioning to two new unitary councils in April 2027. Employees in post on 1st April 2027 will transfer with current terms and conditions to one of the new organisations, supporting local devolution and enhanced community powers.

Join a dynamic team shaping the future of local government and delivering innovative solutions to improve services for the community.

Experience
Relevant experience delivering high levels of customer care and professionalism, including handling sensitive or emotionally challenging situations. Experience using IT systems and databases with a strong focus on accuracy and attention to detail.

About you
Genuine passion for customer service and helping people. Ability to work effectively, flexibly, and collaboratively as part of a team. Excellent written and verbal communication and interpersonal skills. Capacity for empathy when managing complex or distressing calls. Ability to maintain focus and quality service under pressure.

Qualifications
No specific qualifications required, but applicants must demonstrate the skills and behaviours outlined above and a commitment to delivering excellent customer service.