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The starting salary for this position is £31,262 per annum based on a 36-hour working week, Monday to Friday, 9-5.

This is a 12-month fixed-term role based at Merrow Complex, Merrow Lane, Guildford, Surrey, GU4 7BQ. Hybrid working is based on business need with mainly office-based working and some flexibility to work from home. There will also be occasional working from other offices and sites across the County where required.

Are you looking for a great opportunity to deliver excellent customer service in Highway Operations and Infrastructure?

What do we do?

The Highway Operations and Infrastructure group in the Highways and Transport Service provide excellent customer service to meet the demands of over 80,000 customer queries per year and are responsible for ensuring the effective management, maintenance and improvement of all highway assets.

Your impact

As a Customer Service Officer in our friendly team of nine, you will play a vital role in responding to a high volume and wide range of complex enquiries regarding highway issues. Contact with customers is mainly written with occasional calls that have been escalated from our contact centre. You'll handle formal complaints, Freedom of Information requests and provide support to other highway teams to meet their enquiries efficiently.

What are we looking for?

We are committed to delivering excellence and maintaining strong customer relationships. We value proactive individuals who can thrive in challenging situations and manage conflicting priorities effectively. As a member of our team, you will be empowered to make a difference in our community.

Here are the qualities, skills & experiences we are looking for in our Customer Service Officers:

• Excellent written and oral communication skills to handle customer enquiries and complaints effectively
• Ability to prioritise and plan workloads while meeting tight deadlines and taking initiative
• Strong administrative, organisational, and analytical skills to gather, investigate, record, and report information efficiently
• Confidence in building rapport with customers and a passion for striving for Customer Service Excellence
• Self-motivated, tenacious, and committed to continuous learning and improvement
• Proficient in Microsoft Office and possess good IT skills

Ready to make a difference?

If you are enthusiastic about delivering outstanding customer service and contributing to our community's infrastructure, we want to hear from you!

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.

The job advert closes at 23:59 on 7th September 2023 with interviews to follow.

Contact Details

Interested in finding out more? Please feel free to contact Sharon Pilling on 01483 518982 or via email at [email protected] or Rebecca Frost on 01372 832639 or via email at [email protected]

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

Benefits

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 proud to be a Disability Confident Employer. A guaranteed interview will be offered to all disabled applications where:

• The candidate has evidenced the minimum criteria for the role through their application
• The candidate has chosen to share that they have a disability on the application form

Our application form and onboarding process will provide an opportunity to request any reasonable adjustments for the interview and/or the role.

We want to be an inclusive and diverse employer reflecting the community we serve and particularly welcome applications from all underrepresented groups.