The starting salary for this role is £26,080 per annum for working 36 hours per week.
Surrey County Council’s Contact Centre provides a front door to our residents for the main services delivered by the Council, answering a wide and interesting range of enquiries.
With over 1.2 million residents in Surrey, it’s a complex, busy operation requiring fast reaction to changes in customer contact and service requirements. This also makes it a fairly pressurised environment in which to operate, however Officers are empowered to make independent decisions with customers and proactively contribute enthusiasm and ideas to improve the quality of the service provided.
As an Information Officer, you’ll be joining a team that was a finalist in the 2021 LGC awards and prioritises offering a supportive environment for all team members. We’re committed to supporting you in this role no matter what career pathway you wish to take, whether that’s helping you to progress within the service or providing a gateway to roles in other areas of the Council. You’ll gain invaluable customer service experience as well as insight into the variety of work the Council is responsible for, making you well prepared for whatever your next step might be.
We provide extensive training and support to new and existing members of the team.
Your induction will be 3 weeks long and includes subject matter training, systems training and call handling training to ensure all our new starters understand the importance of successful interactions with customers. Once trained, you will initially take calls from the office to ensure you have instant face to face help and support.
After spending your first five weeks in the office, you’ll have the option of carrying out part of the role from home (provided you have a quiet, private space to make and take calls and reliable home broadband). Currently we do require team members to work from the office one day a week which may increase to two days a week later in the year. Should you wish to spend the majority of your working week at the office, this option also remains open to you.
When working from home, trainers, supervisors, service leads and champions will always be available on MS Teams to answer any questions you may have.
We’re looking for individuals with a real passion for customer service who will enjoy supporting our customers all day, every day.
To be considered for an interview, your application (CV and separate personal statement) will need to outline and evidence your previous skills and experience with regards to the following areas:
- Experience of providing high levels of customer care and professionalism to members of the public and dealing empathetically with sensitive calls/situations
- Excellent IT skills and use of databases to a high standard of accuracy
- Ability to work effectively and flexibly and as part of a team
- Effective written and verbal communication and interpersonal skills.
You will need to evidence relevant experience (not necessarily in a Contact Centre) combined with a natural capacity for empathy in dealing with sensitive and potentially distressing calls.
If you can tick all the above and are enthusiastic about helping our residents with their requests and enquiries, then please do not hesitate in applying.Additional Information
The job advert closes at 23:59 on 29/01/2023 with interviews to follow.
We look forward to receiving your application, please click on the apply online button below to submit.
From flexible working to job sharing (where possible) 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 26 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.
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.