Customer Relations Officer - Remote Working

3 days left

Surrey County Council
13 Sep 2021
20 Sep 2021
Home-working options

The starting salary for this position is ??27,991 per annum based on a 36 hour working week.

This position is offered as a 6 month fixed term contract.

This role is open to remote working meaning you aren't required in the office 5 days a week. We're less about you driving to work and more about us collectively driving down our carbon footprint. We care about how you work rather than where you work; the people rather than the postcode. In support of our people and our greener futures strategies, we'd welcome a conversation with the successful candidate on what remote working may look like for you. We are currently working from home but our new office base will be in Weybridge from mid-Summer.

This is a great opportunity for a customer relations professional to join our successful customer services team at Surrey County Council.

Customer Services is the 'front door' for the majority of council services and is often the first experience our customers have of contacting the council. We believe in providing a great customer experience and supporting services across the council to deliver their specialist services through answering as many customer enquiries as we can right first time round, and providing practical support to deliver on the principles of our Customer Promise. We believe in great leadership and teamwork, and encourage a culture of respect, trust and integrity.

Reporting to the Senior Investigator and working closely with a small team of talented customer service professionals, the Customer Relations Officer is central to the successful management of customer complaints. The role involves managing initial contacts from prospective complainants to ensure they are handled in accordance with the Customer Promise.

In this role you will be the first point of contact for the Customer Relations Team, triaging incoming communications from the public, SCC services and other public bodies. Displaying great interpersonal skills, you will be able to build positive working relationships with other services across SCC. You will also oversee customer feedback reporting systems. Above all you will be passionate about delivering excellent customer service, putting the needs of our customers at the heart of what we do.

If you feel you have the right skills and experience to be part of a team focussed on delivering an outstanding customer service, we want to hear from you!

To be shortlisted to interview for this position your application will clearly evidence:

  • Previous customer service experience
  • Excellent written and spoken communication skills
  • Excellent interpersonal skills
  • Confidence in working on your own initiative and in taking decisions
  • Attention to detail and accuracy
  • Advanced knowledge of MS Office software is essential.

In return for your commitment we can offer a positive flexible working environment, personal and professional development opportunities and a competitive salary. You will work with enthusiastic and supportive colleagues who are passionate about the team they work in and the work that they achieve together.

At Surrey, our values and behaviours are just as important as our skills and abilities. They shape who we are as an organisation. Find out more about the values we follow.

For more information please find the full job description below and refer to this before submitting your application. We also invite you to read our Life at Surrey handbook to see insights of the culture at Surrey and how as a valued employee, you can help shape our Council.

Additional Information


The job advert closes at 23:59 on 19/09/2021.


Interviews will take place in September and may be via telephone, MS Teams or face to face.

A Basic DBS 'Disclosure and Barring Service' check will be required for this role.

Contact Details

For an informal discussion about the role, please contact Eileen Perren or Kerenza Tauxe by email at .uk.

We look forward to receiving your application. Please click on the apply online button below to submit.


From flexible working to job sharing we are committed to providing a healthy work life balance. A laptop and mobile will be supplied if applicable to your role. You will benefit from 24 days annual leave, rising to 28 days after 2 years' service, a generous local government salary related pension, as well as the option to join our car lease scheme. For more information about the wide variety of benefits you can take advantage of please visit MyBenefits for Surrey County Council staff.

Our Commitment

Surrey County Council is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. We want to be an inclusive and diverse employer of first choice reflecting the community we serve and particularly welcome applications from all under represented groups.