A vehicle (manual gearbox) is provided for work‑only use. You will also be required to work from local offices, with the expectation of working from home one day per week; therefore hybrid working applies.
You will be one of a team of 12 Highways Customer Officers along with two Senior Highways Customer Officers. The team has been operating since November 2021 and demonstrates a proactive attitude. Our workloads integrate responses to over 10,000 public requests for service each year, covering highway safety defects, vegetation obstructions, license applications and more.
Responsibilities
* Respond to customer calls for service, conducting on‑site highway safety defect inspections such as potholes and damage.
* Meet with residents daily to process highway licence applications and other inquiries.
* Inspect vegetation obstructions and enclosures on a daily basis to maintain safe passage for residents and users.
* Conduct site suitability surveys for vehicle cross‑overs, tree and shrub concerns, or other highway issues.
* Manage your own workload, ensuring customer response times are met.
* Work approximately 75% of the time on site and 25% in the office/home.
* Collaborate with other service teams in an open office environment to foster relationships.
Qualifications
* A high standard of spoken communication and personal presentation, and ability to conduct robust and sometimes difficult face‑to‑face conversations with customers.
* Good working knowledge and ability to use IT equipment and Microsoft Office (Word, Excel, Outlook).
* Working knowledge and interest or experience in Highway Works.
* Experience providing excellent customer service, both remotely and in person.
* Ability to manage workloads and deal with conflicting priorities.
* A full UK manual driving licence and willingness to travel around the county; a vehicle will be provided for journeys and left at your place of work overnight.
* Experience in a variety of past careers, including armed forces, emergency services, hospitality, telecom engineering, student, civil enforcement, etc.
Benefits
* 26 days’ holiday, rising to 28 days after 2 years’ service and 31 days after 5 years’ service (pro‑rated for part‑time staff).
* Option to buy up to 10 days of additional annual leave.
* 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.
* Employee Assistance Programme (EAP) to support health and wellbeing.
* Learning and development hub with a wealth of resources.
* Wellbeing and lifestyle discounts, including gym, travel and shopping.
* Chance to make a real difference to the lives of our residents.
Surrey County Council is undergoing local government re‑organisation, moving from a two‑tier system to two new unitary councils in April 2027. If 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.
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