Customer Service Information Officer

Salary and working hours: This full‑time, permanent role has a starting salary of £30,647 per annum, based on a 36‑hour working week.

We are excited to recruit 2 Customer Service Information Officers to join our excellent team at Surrey County Council\’s Contact Centre. You\’ll be part of a team that values development and collaboration, and you will play a key role in maintaining the outstanding service we provide to our residents.

The role offers hybrid working and we typically split our time between working from home and collaborating in the office two days per week.

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

Surrey County Council’s Contact Centre is the front door to residents for the main services delivered by the Council, handling a wide and interesting range of enquiries. With over 1.2 million residents, it is a complex, fast‑paced operation that requires quick responses to changes in customer contact and service requirements.

As a Customer Service Information Officer, you’ll join a team of over 30 Officers who pride themselves on 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 three 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. 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.

Your application

To be considered for shortlisting, please clearly evidence the following skills and align them with our behaviours:

• 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

To apply, submit a CV and answer the following four questions:

• Describe a time when you provided high levels of customer care in a sensitive or emotionally challenging situation. What was the situation, how did you handle it, and what was the outcome?
• Tell us about your experience using IT systems and databases. How do you ensure accuracy and attention to detail when inputting or managing data?
• This role involves managing a high number of calls each day. How do you stay focused and maintain quality customer service under pressure?
• Give an example of how you’ve supported a colleague or contributed to a positive team environment in a busy customer‑service setting.

The job advert closes at 23:59 on 08/03/2026 with interviews to follow.

Contact Information

Please contact us for any questions relating to the role, such as flexible working requests, transferable skills or any barriers to employment. For an informal discussion please contact Shabana Kausar at shabana.kausar@surreycc.gov.uk.

Local Government Reorganisation (LGR)

Surrey County Council is undergoing local government reorganisation, moving from a two‑tier system to two new unitary councils in April 2027. If you are employed by Surrey on 1 April 2027, your role will transfer with current terms and conditions to one of the new organisations, supporting local devolution and greater powers for our communities.

Our Commitment

We are a disability‑confident employer. If you share a disability on your application and meet the minimum criteria, we guarantee you an interview. We value inclusion and warmly welcome you to join and help build a workplace where everyone belongs.

From application to your first day, we’re committed to supporting you with any adjustments you need.