Description
We are committed to the development of our workforce. This position is only available to applicants who already work for Surrey County Council. We thank you for your interest in our roles and would encourage you to review our vacancies which are open to all.
The starting salary for this role is £30,647 per annum based on working 36 hours per week.
We are hiring a new Customer Relationship Associate to join our fantastic Surrey Pension Customer Relationship team. Our team follows a hybrid schedule, working in-office one to two days per week with an additional one day per month for team meetings, and remotely for the rest. During your first eight weeks you will attend the office three days a week whilst you train and develop in the role.
Our Offer to You
1. 26 days' holiday, rising to 28 days after 2 years' service and 31 days after 5 years' service
2. Option to buy up to 10 days of additional annual leave
3. A generous local government salary related pension
4. Up to 5 days of carer's leave and 2 paid volunteering days per year
5. Paternity, adoption and dependents leave
6. An Employee Assistance Programme (EAP) to support health and wellbeing
7. Learning and development hub where you can access a wealth of resources
8. Wellbeing and lifestyle discounts including gym, travel, and shopping
9. A chance to make a real difference to the lives of our residents.
About the Role
The Customer Relationship Team serves as the front line for supporting customers and stakeholders, addressing a variety of queries related to the Local Government Pension Scheme through both phone and email. As a Customer Relationship Associate, you will embrace the Surrey Pension team's culture of high standards and accountability, ensuring the delivery of an exceptional customer experience.
Operating with a limited degree of professional independence and autonomy, you will contribute to the success of the Surrey Pension team and will predominantly undertake operational work with specific responsibility for being the primary point of contact for customers and stakeholders and supporting the Customer Relationship Team Manager.
This includes:
10. Providing a high level of customer service at all times
11. Responding to high volumes of enquiries within the specified KPIs/SLAs
12. Providing accurate information obtained from specialist IT systems or by referring defined complex enquiries to transactional or specialist second line support
13. Maintaining information systems to ensure consistency and integrity of data
14. Contributing to, and recommending changes and improvements to develop the level of service provided by the team
This role provides an excellent opportunity to gain further knowledge and experience within the service.
Shortlisting Criteria
In order to be considered for shortlisting, your application will clearly evidence the following skills and align with our :
15. Good written, numeracy and oral communication skills with the ability to build sound relationships with customers
16. Good administrative, organisational and analytical skills
17. Ability to prioritise and plan own workload in the context of conflicting priorities and work on own initiative
18. Competent in a range of IT tools
To apply, we request that you submit a CV and you will be asked the following 4 questions:
19. Describe a time when you provided excellent customer service in a high-volume environment.
20. How have you used IT systems or tools to ensure accurate information was shared with customers or stakeholders?
21. Give an example of how you planned and prioritised your workload when faced with conflicting demands.
22. Tell us about a time you identified and suggested an improvement to a process or service. What was the outcome?
Before submitting your application, we recommend you read the job description & Our to get an insight into working at Surrey.
Contact Us
Please contact us for any questions relating to the role. This could be to discuss flexible working requests, transferable skills or any barriers to employment.
Please contact us for any questions relating to the role. Please contact Beth Evans by e-mail or on MS Teams.
The job advert will close at 23:59 on 26th October 2025 with interviews to follow.
We look forward to receiving your application,