Are you passionate about delivering excellent customer service? Do you have a keen eye for detail? We are excited to be recruiting for two Information Officers to join our team at Surrey County Council's Contact Centre. You'll be part of a team that values development and collaboration, and will be a huge part of maintaining the outstanding service we offer to our residents. Based within Surrey's award-winning Contact Centre at our Dakota office in Weybridge, these roles are part of the Adult Social Care Information & Advice Service and have a starting salary of £29,697 per annum , based on a 36 hour working week (prorated for part time staff). We have two opportunities available both offered as a 12-month fixed term contracts, with one working 36 hours per week and one 28 hours per week. There will be an opportunity to work from home for part of the week following your induction with us! Rewards and Benefits 26 days' holiday (prorated for part time staff), rising to 28 days after 2 years' service and 30 days after 5 years' service. Option to buy up to 5 days of additional annual leave Up to 5 days of carer's leave per year An extensive Employee Assistance Programme (EAP) supporting health and wellbeing A generous local government salary related pension Lifestyle discounts including gym, travel, shopping and many more 2 paid volunteering days per year Learning and development hub where you can access a wealth of resources Paternity, adoption, and dependents leave About the Team Surrey County Council's Contact Centre provides a front door to our residents for the main services delivered by the Council, answering a wide and interesting range of enquiries. The Adult Social Care Information & Advice Service sits within the main Contact Centre, alongside non-social care teams and the front door to our Children's Services. With over 1.2 million residents in Surrey, it's a complex, busy operation requiring fast reaction to changes in customer contact and service requirements. This also makes it a pressurised environment in which to operate; however, team members are empowered to make independent decisions with customers and proactively contribute enthusiasm and ideas to improve the quality of the service provided. Within the Adult Social Care Information & Advice Service, you will find a supportive and innovative culture, along with the ethos of providing an excellent standard of service to our residents and partner agencies. The Adult Social Care Information & Advice Service is the 'front door' to Surrey's Adult Services, acting as first point of contact for customers who have Adult Social Care enquiries. You will be working in a fast-paced environment, where the diverse experience and backgrounds of adults and carers are recognised and respected. About the Role As the public voice of the Council, you will have an extremely important role to play, which demands a positive and proactive attitude. You will provide high quality and efficient support to enable the smooth running of the Adult Social Care Information & Advice Service. You will handle calls from members of public and professionals who are requesting support for adults, providing comprehensive information and advice about care and support services in their local area. This is to help people understand how care and support services work locally, the care and funding options available, and how people can access these services. You will have responsibility to safeguard confidential information and respect the privacy of residents. Inputting information onto databases and providing information to professional agencies where appropriate, whilst adhering to internal data protection policies. Ensuring information is allocated to the relevant locality team in a timely manner, and in line with legislation and best practice. You will be operating in sometimes challenging and emotionally charged situations; therefore, you must have the resilience to cope with sensitive and at times disturbing information, and be able to prioritise and remain calm whilst working under pressure. You will be a highly organised, confident communicator with a professional and flexible approach to your work. You will have the ability to interact positively with residents and professionals by putting them at ease and displaying understanding and empathy, you will show resilience when under pressure. You will work closely and seamlessly with Advisory Officers and Supervisors, and will have the chance to take up natural development opportunities if you are seeking to progress your career with us. Shortlisting Criteria We're looking for individuals with a real passion for customer service who will enjoy supporting our customers all day, every day. To be considered for an interview, your application (CV and separate personal statement) will need to outline and evidence your previous skills and experience with regards to the following areas: Experience of providing high levels of customer care and professionalism to members of the public and dealing empathically with sensitive calls/situations 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 verbal communication and interpersonal skills Some transferable skills/knowledge of issues that affect adults and carers You will need to evidence experience combined with a natural capacity for empathy in dealing with sensitive and potentially distressing calls, and have keen eye for detail and accuracy when inputting information onto databases. The job advert closes at 23:59 on 27th May 2025 with interviews planned for 2nd and 3rd June. The interview will include a 10-15 minute presentation in a format of your choice on a topic shared in advance.. Location : Weybridge, Surrey, KT13 0YP