Location
Weybridge, based at Dakota

Hours
36 hours per week (prorated for part time staff)

Salary
£38,090 per annum

About the Role
We are seeking a dedicated Senior Advisory Officer to lead and develop our team of Information Officers within the Contact Centre's Adult Social Care Information & Advice Service. This pivotal role serves as the first point of contact—our 'front door'—for anyone seeking support from Surrey's Adult Services.

You will oversee a group of Information Officers responsible for triaging and processing referrals submitted via Adult Social Care Online, and managing customer contact through Live Web Chat, telephone, and other accessible channels.

Key responsibilities include working collaboratively with Contact Centre ASC Supervisors and the Adults Team Manager in the day-to-day running of the service, delivering comprehensive training and ongoing support to team members, monitoring individual performance with constructive feedback, and leading the team through significant change including the AWHP Front Door restructure and Local Government Reorganisation (LGR).

You will also contribute to service development through project work, data gathering, and analytics to identify opportunities for improvement and innovation, and manage your team in line with Surrey County Council's People policies.

New team members will work from the office 4 days a week during the initial induction and training period (up to 12 weeks). After this, a hybrid working pattern is expected, typically 2 days in the office and 3 days from home, with flexibility required depending on team or service needs.

Our offer includes 26 days' holiday rising to 28 days after 2 years' service and 31 days after 5 years' service (prorated for part time staff), option to buy up to 10 additional days, a generous local government salary-related pension, up to 5 days carer's leave and 2 paid volunteering days per year, paternity, adoption and dependents leave, an Employee Assistance Programme to support health and wellbeing, access to a learning and development hub, wellbeing and lifestyle discounts including gym, travel and shopping, and the chance to make a real difference to the lives of our residents.

Experience
Proven experience supporting staff confidently through training, mentoring, and induction.
Demonstrated ability to deliver high-quality customer service in a social care or contact centre environment.
Familiarity with digital referral systems and CRM/contact centre platforms.
Strong skills in triaging referrals, managing telephone and digital contact channels such as web chat, and identifying risk.
Excellent communication and interpersonal skills with the ability to work collaboratively across teams and services.
Excellent IT skills and use of databases with a high standard of accuracy.

About You
Confident and experienced leader passionate about delivering excellent service and driving continuous improvement.
Ability to provide high-quality training, mentoring, and guidance to help new staff succeed.
Flexible and adaptable to changing working patterns and service needs.
Committed to making a meaningful impact on the lives of Surrey residents.

Qualifications
A basic DBS (Disclosure and Barring Service) check for regulated activity will be required for this role.