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.
This full-time, permanent position has a starting salary of £33,552 per annum based on a 36-hour working week.
We are thrilled to be hiring a new Customer Services Officer to join our fantastic Customer Care Team within the Highways and Transport Service based in Merrow, Guildford.
This role is open to hybrid working and as a team we split our time between collaborating with colleagues in the office and working from home, or remotely.
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
Our aim as a Customer Service Team is to provide excellent customer service in order to meet the demands of over 80,000 customer queries per year, and are responsible for ensuring the effective management, maintenance and improvement of all highway assets.
This is a varied and interesting role. As a Customer Services Officer you will be responsible for:
10. Responding to a high volume and wide range of complex enquiries regarding highways issues
11. Responding to formal complaints, freedom of information requests and MP/County Councillor enquiries
12. Investigating, collating and preparing fully comprehensive responses in line with our Service Level Agreements
13. Working closely with various teams within the service and providing support to wider teams to ensure timescales are met
Contacts with customers are mainly written with occasional calls that have been escalated from our contact centre. After settling into your new role, you will build knowledge and relationships through collaborative work with Highway Teams to drive performance and positively demonstrate our behaviours.
Your Application
In order to be considered for shortlisting, your application will clearly evidence the following skills and align with :
14. Excellent written and verbal communication skills with the ability to manage customer expectations and provide great customer service
15. Experience in dealing with complex customer enquiries and responding to complaints
16. High level administrative and analytical skills, with a methodical approach to information gathering, investigation, recording and reporting
17. Ability to prioritise and plan your own workload in the context of conflicting priorities to meet tight deadlines
18. Good IT skills and proficiency with Microsoft Office
19. A positive, self-motivated, tenacious attitude with a desire to learn and continuously improve
To apply, we request that you submit a CV and you will be asked the following 3 questions:
20. Why are you interested in working for Surrey Highways and what do you feel you can bring to the team?
21. Please tell us about a time when you handled a complex customer enquiry or complaint (in any setting). What steps did you take to understand the issue, communicate clearly, and reach a positive outcome?
22. Please describe a situation where you had to manage competing priorities or tight deadlines. How did you plan your workload, and what helped you deliver your tasks on time?
The job advert closes at 23:59 on 13/04/2026 with interviews provisionally planned for 22/04/2026.
Before submitting your application, we recommend you read the job description and to get an insight into working at Surrey.
Contact Us
We look forward to receiving your application,