The starting salary for this role is £33,552 per annum, working 36 hours per week (prorated for part time staff).
Join our dedicated team at Surrey County Council's Adult Social Care Information & Advice Service as an Advisory Officer! We're looking for someone enthusiastic and committed to making a difference to the lives of our residents. In this role, you'll be part of a supportive and collaborative team that values growth and continuous improvement, playing a key role in delivering the high‑quality service we're proud to offer.
This full‑time position is based at Dakota, Weybridge, and is offered as a permanent contract opportunity. Following your induction, there will be flexibility to work from home for part of the week.
Our Offer to You
* 26 days’ holiday, rising to 28 days after two years of service and 31 days after five years of 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 dependants 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
About The Team
The Adult Social Care Information & Advice Service serves as the first point of contact—our front door—for anyone seeking support from Surrey’s Adult Services. In this dynamic and fast‑paced role, you will handle a diverse and engaging range of enquiries. While the environment can be demanding, it’s also highly rewarding. You will be trusted to make informed, independent decisions and encouraged to bring your energy, ideas, and initiative to help continuously enhance the quality of our service.
About The Role
In this role, you will respond to enquiries from both the public and professionals seeking support for adults, offering clear and comprehensive information about local care and support services. Your guidance will help individuals understand how adult social care works in their area, explore available care and funding options, and navigate the process of accessing the right support.
What a Typical Day Might Look Like
* You will be the first point of contact for incoming enquiries, managing each interaction within agreed service level targets and assessing the urgency and risk of each call.
* Working closely with colleagues across Surrey, you will coordinate timely responses to requests for support, advice, information, and safeguarding concerns.
* You will engage with residents and their families to gather important background information, supporting partner agencies and ensuring the right help is provided.
* You will play a key role in supporting emergency responses by working with police and ambulance teams, ensuring the right resources are deployed quickly and efficiently during critical situations.
During the initial 12‑week induction and training period, all new team members will work from the office four days a week. Once you are confident and ready to work independently, you will move to a hybrid pattern—typically two days in the office and three days from home. Flexibility is required, as there will be times when you need to come into the office more often depending on team or service needs.
Shortlisting Criteria
To be considered for an interview, your application will need to outline and evidence your previous skills and experience and align with our behaviours:
* A good understanding of social care and health issues, with a basic awareness of public sector and voluntary agencies
* Experience of providing high levels of customer care and professionalism to members of the public
* Dealing empathically with sensitive calls or 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
* High level written and verbal communication and interpersonal skills
You will need to evidence relevant experience combined with a natural capacity for empathy in dealing with sensitive and potentially distressing calls and have a keen eye for detail and accuracy when inputting information onto databases. If you can tick all the above and are enthusiastic about helping our residents with their requests and enquiries, we invite you to apply.
To apply, submit a CV and answer the following four questions (each with a maximum of 200 words):
* Describe your experience of providing high‑quality customer service in a fast‑paced environment
* What is your understanding of adult social care and the role of public and voluntary sector agencies in supporting individuals?
* What systems or databases have you used in your previous roles, and how do you ensure accuracy and attention to detail when working with digital records?
* Tell us about a time you worked collaboratively to respond to a challenging situation or emergency
Contact us
For an informal discussion, please contact Kim Garland, Maria McIntyre, or Sandra Wright by e‑mail at asc.infoandadvice@surreycc.gov.uk.
Our Commitment
We are a disability‑confident employer, and if you have a disability on your application form that meets the minimum criteria, we guarantee you an interview. We are committed to supporting you with any adjustments you need from application to first day, valuing inclusion and welcoming you to build a workplace where everyone belongs.
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