This Vacancy has closed.
Highway Customer officer
  • Employer: Surrey County Council
  • Reference: orbis/TP/3233/28786
  • Published: Mon 14/11/2022, 11:19 AM
  • Closing on: Sun 04/12/2022, 23:59 PM
  • Working Pattern: Full Time
  • Hours: 36.0 hours per week
  • Salary: £29,291 - £31,810 per annum
  • DBS Check: No
  • Location: Guildford

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Highway Customer officer

The starting salary for this role is £29,291 per annum for working 36 hours per week.

Your work base will be at Merrow Depot in Guildford, but as a Highway Customer Officer you will be required to work across the entire county where a need arises. You will also be able to work from home to complete the admin part of the role when not out on site visits. You will be one of a team of 14 Highway Customer Officers along with 2 Senior Highway Customer Officers.

About us

The Highways Operations and Infrastructure group in the Highways and Transport Service provides excellent customer service in order to meet the demands of over 80,000 customer queries per year. Based in the Technical Support and Communication Team, the Highway Customer Officer is the local face of the service, acting as the focal information point for customer enquiries and licence applications. The role is interesting, challenging and varied.

About the role

We are looking for a Highways Customer Officer (HCO) who will undertake a range of highway related works, including going out in response to customer calls for service on a daily basis. Enquiries may involve conducting site suitability surveys for vehicle crossovers, tree and shrub concerns, or other highway issues such as defect and highway safety inspections. HCOs are responsible for managing their own workloads and ensuring customer response times are met. Work will include a mixture of office work and visits to sites and customers throughout the year. The work split is likely around 75% out on site and 25% office/home based. You will be required to work in an open office environment on a weekly basis to ensure close relationships and working bonds are maintained with other service teams.

About you

We are looking for a highly motivated individual who can make a valuable contribution towards maintaining the highway network. You will bring strong customer service, communication, organisational and IT skills. You will have achieved a good standard of Secondary Education and/or an equivalent level of experience in customer facing maintenance.

This job is suited to a huge variety of past careers, as examples we have HCO’s who were previous armed forces personnel, emergency service workers, lectures, hospitality managers, counsellors, engineers, customer service officers, civil enforcement officers. 

To manage this key area of work we are looking for someone who is confident in working on their own or as part of a larger team.

To be shortlisted for interview your application and personal statement will clearly evidence:

  • A good standard of spoken communication and personal presentation.
  • Be able to have robust and sometimes difficult conversations face to face with customers.
  • A good working knowledge and ability to use IT equipment and Microsoft Office suite such as Word, Excel, Outlook.
  • A working knowledge and interest or experience in Highway Works.
  • Experience of providing excellent customer service, both remotely and in a face-to-face environment.
  • Ability to manage workloads and deal with conflicting priorities.

To fulfil the requirements of this role you will need to have the willingness and ability to travel around the county. A vehicle will be provided for carrying out your duties, which will be left in your place of work over night and used for business purposes only.

You will need to achieve a competency-based training record within the 6-month probation period and have been successful in all categories.

Highways Operations and Infrastructure operates an agile working system, in accordance with County Council policy. This means that all Officers are required to be available when needed, with flexibility to work from both council offices and their home (or other suitable arrangements). It is expected all Officers will regularly work from their designated office to maintain team working and as required by their manager. All Officers are expected to be make themselves available to attend site and other meetings when needed.

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.

Additional Information

The job advert closes at 23:59 on 4th December, with interviews to follow usually within 2 weeks of closing.

Interviews will be face-to-face in Guildford and be of three parts, completed in one session of around 2 hours:

  1. Using an IT system to complete a task.
  2. Demonstrating ability to use a risk assessment based on examples.
  3. A face-to-face interview.

Contact Details

For more information or an informal chat please feel free to contact David Morgan or Richard Paton via email at or via telephone at 0300 200 1003.

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.