Description
The starting salary for this full-time, permanent position is £29,697 per annum based on a 36 hour working week.
If you can deliver excellent customer service and support our goal for all children to be safe and seen, we have an exciting opportunity for a Request for Support Officer to join our Children's Request for Support Team based within Surrey's award-winning Contact Centre at Dakota in Weybridge. There will be an opportunity to work from home for part of the week following your induction.
Rewards and Benefits
* 26 days' holiday (prorated for part time staff), rising to 28 days after 2 years' service and 30 days after 5 years' service
* Option to buy up to 5 days of additional annual leave
* An extensive Employee Assistance Programme (EAP) to support health and wellbeing
* Up to 5 days of carer's leave per year
* Paternity, adoption and dependents leave
* A generous local government salary related pension
* Lifestyle discounts including gym, travel, shopping and many more
* 2 paid volunteering days per year
* Learning and development hub where you can access a wealth of resources
About the Role
The Request for Support Team is embedded within Customer Services where you will find a supportive and innovative culture, along with the ethos of providing an excellent standard of service to our residents and partner agencies.
The Request for Support Team is one of three teams that form Surrey Children's Services Single Point of Access (C- SPA), the 'front door' to Children's Services. You will be working in a fast-paced environment, where the diverse experience and backgrounds of children and families are recognised and respected.
As the public voice of the Council, you will have an extremely important role to play, which demands a positive and proactive attitude. You will provide high quality and efficient support to enable the smooth running of the Request for Support Team.
This is a highly varied role which has real social impact. On a day-today basis you will:
* Handle calls from members of public and professionals who are requesting support for children, take accurate and pertinent information in order to identify risk, to signpost where necessary, and to progress to the most appropriate services in a timely manner.
* Triage all incoming requests from partner agencies identifying appropriate pathways based on detailed operational guidance and Surrey's Continuum of Support Threshold.
* Input referrals accurately onto databases and provide information to professional agencies where appropriate, adhering to internal data protection policies.
You will be operating in sometimes challenging and emotionally charged situations, therefore, you must have the resilience to cope with sensitive and at times disturbing information, together with the ability to prioritise effectively, remain calm and professional whilst working under pressure. Throughout, you will have a responsibility to safeguard confidential information and respect the privacy of families.
Shortlisting Criteria
To be considered for shortlisting for interview your CV and personal statement will clearly evidence:
* Experience of providing high levels of customer care and professionalism
* An Understanding of safeguarding policies and procedures with the ability to follow surrounding processes, procedures, and identify risk
* Excellent IT skills with ability to use databases to a high standard of accuracy
* Ability to work effectively and flexibly and as part of a team
* Excellent spoken and written English with effective communication and interpersonal skills, particularly with both families and other professionals
* Ability to travel to Brooklands, Weybridge
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. For an informal discussion please contact Ellie Verge by email at ellie.verge@surreycc.gov.uk
The job advert closes at 23:59 on 30th July with interviews taking place week commencing 4th August 2025.
A basic DBS 'Disclosure and Barring Service' check for regulated activity (formerly known as CRB) will be required for this role.
We look forward to receiving your application, please click on the apply online button below to submit.
Local Government Reorganisation
Surrey County Council is preparing for Local Government Reorganisation which will allow us to implement the Government led policy of devolution, which is all about giving more powers to local areas.
Currently, Surrey has a two-tier council system, with 11 district and borough councils and a county council, all responsible for different services. All these councils will be reorganised into a smaller number of new unitary councils which will come into effect in April 2027. At this point, this role will be transferred, with all existing terms and conditions intact into one of the new unitary councils.
Our values are as important as our abilities and shape who we are as an organisation. Discover more aboutour values.
Before submitting your application, we recommend you read the job description. OurLife at Surrey handbook also provides insights of the culture at Surrey and how as a valued employee, you can help shape our Council.
Our Commitment
Surrey County Council is proud to be a Disability Confident Employer. A guaranteed interview will be offered to all disabled applicants 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.
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