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 permanent role has a starting salary of £42,958 per annum, based on a 36 hour working week.
We have a great opportunity to join our Children, Families and Lifelong Learning Customer Relations team as a Customer Relations Officer. We work with children, young people, and their families or carers when they have concerns about the support they receive from Children's Services or Education. We listen carefully, ask questions, and take time to understand what has happened. We help families feel heard and supported while also looking for opportunities to improve services.Our Offer to You
- 26 days' holiday, rising to 28 days after 2 years' service and 31 days after 5 years' service (pro-rated for part time opportunities)
- 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 dependents 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
- A chance to make a real difference to the lives of our residents.
About The Team
What we learn from complaints, concerns, and feedback helps us identify what is working well and where things could be better. We share this learning with practitioners and senior leaders to help improve services for children and families across Surrey.
Key team deliverables include:
- Helps families understand and navigate the complaints system, making sure their voices are heard.
- Works with Councillors and Members of Parliament to respond to concerns raised by residents and constituents.
- Identifies common themes and trends from complaints, compliments, and feedback.
- Shares learning, case studies, and data with services to support improvements for children and young people.
About the Role
As a Customer Relations Officer, you will manage a small caseload of complaints, representations, and enquiries from start to finish across Children's Services. A key part of the role is ensuring concerns are responded to fairly, promptly, and with a focus on learning, service improvement, and positive outcomes for children and families.
A significant part of the role involves analysing complaint and feedback data, identifying trends, emerging risks, and recurring themes, and presenting this information in a clear and meaningful way. You will collate data, prepare reports and presentations, and provide analysis to support the Customer Relations Manager in reporting to senior leaders and driving improvements across services.
Alongside this, you will work with operational teams to support the early resolution of concerns, provide advice and quality assurance on complaint responses, maintain accurate records, and support complaint investigations. You will play an important role in ensuring that learning from feedback is captured, shared, and used to improve outcomes for children, young people, and families.
Shortlisting Criteria
In order to be considered for shortlisting, your application will clearly evidence the following skills and align with our behaviours :
- Have worked in a targeted environment and demonstrate the ability to work under pressure
- Excellent customer service skills and confident with both written and verbal communication, with an understanding of issues relating to confidentiality and the management of sensitive issues
- Proven ability to interpret and analyse information and produce high quality written responses, and reports.
- Able to work autonomously and take ownership for your own workload.
- Experience and understanding of working to deadlines and of using judgement to establish priorities and levels of urgency
- Knowledge of national policies and procedures related to Children's Services, including complaint handling frameworks.
To apply, we request that you submit a CV and you will be asked the following 4 questions:
- Explain how you manage competing deadlines in a high-pressure, busy environment.
- Tell us about your skills and experience of supporting families or customers to understand a complaints procedure and make sure their concerns are clearly heard.
- Give us an example when you have used your analytical and communication skills to produce a clear written response or report.
- Tell us about your experience of building effective working relationships, offering professional challenge, and using your understanding of Children's Services to support good outcomes for families.
Before submitting your application, we recommend you read the job description & Our Life at Surrey handbook to get an insight into working at Surrey.
Contact Us
Please contact Liz Whitby via email or on MS Teams for any questions relating to the role. This could be to discuss flexible working requests, transferable skills or any barriers to employment.
The job advert closes at 23:59 on 31/08/2026 with interviews planned to follow.
Local Government Reorganisation (LGR)
Surrey County Council is undergoing Local Government Reorganisation, moving from a two-tier system to two new unitary councils in April 2027. If you are employed by Surrey on 1st 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.
Join our dynamic team and shape the future of local government. Make a lasting impact with innovative solutions and improved services for our community. Help us build a brighter future for our residents! Please see more information here: Information for applicants on Local Government Reorganisation - Surrey County Council
Our Commitment
We are a disability confident employer which means if you have shared a disability on your application form and have evidenced you meet the minimum shortlisting criteria, as displayed on the advert, we guarantee you an interview.
Your skills and experience truly matter to us. From application to your first day, we're committed to supporting you with any adjustments you need, we value inclusion and warmly welcome you to join and help build a workplace where everyone belongs.
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