Location
Weybridge, Surrey (Hybrid working with a minimum of two days per week in the office)

Hours
Full Time - 36 hours per week

Salary
£31,659 per annum

About the Role
We are excited to be hiring a new Customer Service Information Officer to join our Customer Services Contact Centre based at Dakota in Weybridge. This role is part of the L-Spa team, the central access point for SEND (Special Educational Needs and Disabilities) services, managing a high volume of enquiries via telephone and email.

Your priority will be to resolve enquiries at the first point of contact wherever possible, delivering an efficient, inclusive and customer-focused service for children, young people and families across Surrey.

As an L-Spa Information Officer, you will be the first point of contact for customers seeking information, advice and support relating to SEND services. You will join a supportive, collaborative and high-performing team, playing a vital role in ensuring enquiries are managed professionally, accurately and compassionately, helping families access the right support at the right time.

This frontline SEND service role offers the opportunity to make a meaningful difference to children, young people and families across Surrey. You will develop your knowledge and expertise within SEND and local authority services and contribute to continuous service improvement.

Our offer to you includes:
- 26 days’ holiday, rising to 28 days after 2 years' service and 31 days after 5 years’ service, plus bank holidays
- 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
- Access to a learning and development hub with a wealth of resources
- Wellbeing and lifestyle discounts including gym, travel, and shopping

Join our dynamic team and help shape the future of local government while making a lasting impact with innovative solutions and improved services for our community.

Experience
Experience of delivering excellent customer service in a customer-focused environment is essential. Confidence managing sensitive and sometimes challenging enquiries with empathy, professionalism and sound judgement is required.

Knowledge of, or a strong interest in, SEND services, processes and Education, Health and Care Plan (EHCP) procedures is highly desirable.

About you
You will have excellent communication and interpersonal skills, both written and verbal. You should be organised, resilient and able to prioritise competing demands effectively. A proactive and solution-focused approach to work is important, along with a commitment to achieving positive outcomes for children, young people and families.

You will demonstrate Surrey County Council's values and behaviours in all aspects of your work and work collaboratively with colleagues and stakeholders to achieve positive outcomes.

Qualifications
There are no specific qualification requirements stated for this role; however, relevant knowledge or experience related to SEND services and customer service is expected.