This Vacancy has closed.
Customer Relations Manager
  • Employer: Surrey County Council
  • Reference: orbis/TP/777/16779
  • Published: Fri 03/09/2021, 15:10 PM
  • Closing on: Sun 03/10/2021, 23:59 PM
  • Working Pattern: Full Time
  • Hours: 36.0 hours per week
  • Salary: £45,734 - £51,725
  • DBS Check: Yes
  • Location: Guildford

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Customer Relations Manager

The starting salary for this role is £45,734 per annum and is based on a 36 working hour week. 

We currently have a permanent vacancy for Customer Relations Manager - Adult Social Care.  This is a full time / 36 hours per week role and is based in Guildford Borough Council offices, but will need to have the flexibility to be able to travel and work throughout Surrey.  This role is open to flexible working, so you are not required in the office 5 days a week

This is a great opportunity for a customer relations professional to lead our successful customer services team in Adult Social Care.

You will speak to residents making complaints and support staff in conducting objective and impartial investigations.  This will involve suggesting strategies, recommending remedies where fault is found and developing corrective actions with senior managers.  You will provide customer relations training and work with staff on particularly challenging complaints.  You will maintain the Directorate policies, procedures and guidance on customer care and ensure compliance with statutory requirements. 

This position will offer you the opportunity to lead the monitoring of complaints, compliments and Members enquires and to prepare reports for the leadership team and Members.  This will involve identifying emerging trends from complaints and informing service delivery opportunities for the Directorate from lessons learnt.

The role requires you to lead on investigations initiated by the Local Government and Social Care Ombudsman which will involve networking with relevant NHS services, other local authorities, providers and related services.  You will act as the Directorate’s lead in liaising with other relevant corporate teams.

Displaying great interpersonal skills and integrity, you will be able to build positive working relationships, whilst working collaboratively with senior managers to influence service change. Managing a wide variety of responsibilities and a small team will be a crucial element of this role.  Above all you will be passionate about delivering excellent customer service, putting the needs of people who use services and their carers at the heart of what we do.

If you feel you have the right skills and experience to lead a small team focussed on delivering outstanding customer service, we want to hear from you.  To be shortlisted to interview for this position your application will clearly evidence:

  • The ability to research, assimilate and understand information to reach evidence based decisions at pace.
  • Outstanding influencing and negotiating skills
  • Experience of monitoring performance, preparing reports and recommendations
  • Credibility, understanding and impartiality in arguing for change and improvement in service delivery in response to learning

In return for your commitment we can offer a positive flexible working environment, personal and professional development opportunities and a competitive salary. You will work with enthusiastic and supportive colleagues who are passionate about their work and what they achieve as a team.

At Surrey, our values and behaviours are just as important as our skills and abilities. They shape who we are as an organisation. Find out more about the values we follow.

For more information please find the full job description below and refer to this before submitting your application. We also invite you to read our Life at Surrey handbook to see insights of the culture at Surrey and how as a valued employee, you can help shape our Council.

Additional Information

This job advert closes at 23:59 on Sunday 3rd October 2021.

'Virtual' interviews via MS Teams will take place on 11th and 14th October 2021.

We look forward to receiving your application.  You should also submit a separate personal statement tailored for this role and should be no longer than two sides of A4 please.

Contact Details

For an informal discussion about the role please contact Harminder Dhillon on mob: 07815 676392 or email:

We look forward to receiving your application, please click on the apply online button below to submit.

An enhanced DBS ‘Disclosure and Barring Service’ check for regulated activity (formerly known as CRB) and the Children’s and Adults’ Barred List checks will be required for this role.


From flexible working to job sharing (where possible) we are committed to providing a healthy work life balance. A laptop and mobile will be supplied if applicable to your role. You will benefit from 26 days annual leave, rising to 28 days after 2 years' service, a generous local government salary related pension, as well as the option to join our car lease scheme. For more information about the wide variety of benefits you can take advantage of please visit MyBenefits for Surrey County Council staff.

Our Commitment

Surrey County Council is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. We want to be an inclusive and diverse employer of first choice reflecting the community we serve and particularly welcome applications from all under represented groups.