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- Tasks: Support customers with queries about the Local Government Pension Scheme via phone and email.
- Company: Join Surrey County Council's dynamic Customer Relationship team.
- Benefits: Enjoy 26 days holiday, a generous pension, and wellbeing discounts.
- Why this job: Make a real difference in residents' lives while developing your skills.
- Qualifications: Strong communication, organisational, and IT skills are essential.
- Other info: Hybrid working model with excellent career growth opportunities.
The predicted salary is between 30647 - 30647 £ per year.
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 would encourage you to review our vacancies which are open to all.
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 theLocal 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 ourbehaviours :
- 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?
Before submitting your application, we recommend you read the job description & OurLife at Surrey handbook to get an insight into working at Surrey.
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.
The job advert will close at 23:59 on 26th October 2025 with interviews to follow.
We look forward to receiving your application, please click on the apply online button below to submit.
Local Government Reorganisation
Surrey County Council is undergoing Local Government Reorganisation, moving from a two-tier system to new unitary councils in April 2027. Your role will transfer with current terms and conditions to one of these new councils, 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!
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.
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Customer Relationship Associate employer: Surrey County Council
Contact Detail:
Surrey County Council Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Relationship Associate
✨Tip Number 1
Network like a pro! Reach out to current employees at Surrey County Council on LinkedIn or through mutual connections. A friendly chat can give you insider info and maybe even a referral!
✨Tip Number 2
Prepare for the interview by practising common questions related to customer service and IT skills. We recommend role-playing with a friend to boost your confidence and get comfortable with your answers.
✨Tip Number 3
Show off your personality during the interview! The Customer Relationship Associate role is all about building relationships, so let your enthusiasm for helping others shine through.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows that you’re genuinely interested in the role. Plus, it’s a great chance to reiterate why you’d be a perfect fit!
We think you need these skills to ace Customer Relationship Associate
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that align with the Customer Relationship Associate role. Highlight your customer service experience and any relevant IT skills to catch our eye!
Answer the Questions Thoughtfully: When responding to the application questions, be specific and provide examples. We want to see how you've handled high-pressure situations and improved processes in the past.
Show Your Personality: Don’t be afraid to let your personality shine through in your application. We’re looking for someone who fits well with our team culture, so a bit of authenticity goes a long way!
Apply Through Our Website: Remember to submit your application through our website! It’s the best way to ensure we receive all your details correctly and can get back to you quickly.
How to prepare for a job interview at Surrey County Council
✨Know Your Customer Service Examples
Prepare specific examples of when you've delivered excellent customer service, especially in high-volume situations. Think about how you handled the pressure and what steps you took to ensure customer satisfaction.
✨Familiarise Yourself with IT Tools
Since the role involves using IT systems to share accurate information, brush up on any relevant tools or software you’ve used before. Be ready to discuss how these tools helped you maintain data integrity and improve service delivery.
✨Prioritisation is Key
Reflect on past experiences where you had to manage conflicting priorities. Be prepared to explain your thought process and the strategies you used to prioritise tasks effectively, ensuring that you met deadlines and KPIs.
✨Suggest Improvements
Think of a time when you identified a process that could be improved. Be ready to share your suggestion and its outcome, demonstrating your proactive approach to enhancing service quality within a team.