This Vacancy has closed.
Information Officer – Customer Services Team
  • Employer: Surrey County Council
  • Reference: orbis/TP/108/18967
  • Published: Fri 12/11/2021, 12:26 PM
  • Closing on: Mon 29/11/2021, 23:59 PM
  • Working Pattern: Full Time
  • Hours: 36.0 hours per week
  • Salary: £24,780 per annum
  • DBS Check: Yes
  • Location: Reigate

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Information Officer – Customer Services Team

The starting salary for this role is £24,780 per annum for a 36 hour working week.

We currently have multiple positions to join the COVID effort in Surrey. Helping support the Surrey residents who have tested positive for COVID to keep themselves, their families and their communities safe by following the national guidelines. We offer flexible hours and the ability to work from home after initial training.

These 6 months fixed term roles are based in our Contact Centre (CC) which provides a front door to the main services provided by Surrey County Council (SCC) to residents answering a wide and interesting range of enquiries by primarily telephone, email and social media.

With over 1.2 million residents in Surrey it is a complex, busy operation requiring fast reaction to changes in customer contact and service requirements. This also makes it a fairly pressurised environment in which to operate, however staff are empowered to make independent decisions with customers and proactively contribute enthusiasm and ideas to improve the quality of the service provided.

We are looking for experienced telephone operators to work in our Test and Trace Team within our CC. These roles will support the critical and lifesaving role of making contact, via both inbound and outbound calls, with individuals who have tested positive for Covid 19 offering support and advice and obtaining details of who they have been in close contact with.

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.

Due to the understandable pressing need to carry this work out quickly and efficiently we can only consider applications from candidates who are available from December and can evidence similar experience combined with a natural capacity for empathy in dealing with sensitive and potentially distressing calls. For more information, please find the full job description attached to this advert.

To apply, along with your CV, you will be asked to outline and evidence your previous skills and experience with regards to the following areas:

  • Experience of making outbound and receiving inbound calls from the general public and dealing empathetically with sensitive calls.
  • Excellent IT skills and use of databases to a high standard of accuracy.
  • Ability to work effectively and flexibly and as part of a team
  • Effective written and oral communication and interpersonal skills

If you are available for work from December, can tick all of the above and think you have what it takes to help us save lives and protect the NHS then please do not hesitate in applying. We need you.

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

Due to the nature of the role and expected application levels it is with regret that we will not be able to shortlist candidates who cannot clearly evidence, with examples, experience in all of the above areas.

The post is for 6 months initially and will require completion of a Disclosure and Barring Service (DBS) check.

The job advert closes at 11.59pm on 29th November 2021.

Interview dates to be confirmed. There will be a brief telephone test after the interview.

Contact Details

For an informal discussion please contact Shabana Kausar by e-mail at or Naomi Grieve by email at

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


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.