Customer Services Officer

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

• 26 days' holiday, rising to 28 days after 2 years' service and 31 days after 5 years' service
• 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 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:

• Responding to a high volume and wide range of complex enquiries regarding highways issues
• Responding to formal complaints, freedom of information requests and MP/County Councillor enquiries
• Investigating, collating and preparing fully comprehensive responses in line with our Service Level Agreements
• 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 our behaviour:

• Excellent written and verbal communication skills with the ability to manage customer expectations and provide great customer service
• Experience in dealing with complex customer enquiries and responding to complaints
• High level administrative and analytical skills, with a methodical approach to information gathering, investigation, recording and reporting
• Ability to prioritise and plan your own workload in the context of conflicting priorities to meet tight deadlines
• Good IT skills and proficiency with Microsoft Office
• 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:

1. Why are you interested in working for Surrey Highways and what do you feel you can bring to the team?
2. 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?
3. 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 10/05/2026 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!

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 criteria, 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.