Job Introduction This role has a starting salary of £28,546 per annum, based on a 36 hour working week. We are excited to be recruiting a Request for Support Assistant 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. You will be based within Surrey’s award-winning Contact Centre at Dakota, 11 De Havilland Drive, Brooklands in Weybridge. There will be an opportunity to work from home for part of the week following induction. Our Offer to You 26 days’ holiday, rising to 28 days after 2 years' service and 31 days after 5 years’ service (prorated for part time staff) 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 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 Children’s Request for Support Team sits within the main Contact Centre, alongside non-social care teams and front door to Adult Social Care. 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 Request for Support Team and wider 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 Request for Support Team is one of the three teams that form Surrey Children's Services Single Point of Access (C- SPA), the 'front door' to Children's Services. You will be working in a fast-paced environment, where the diverse experience and backgrounds of children and families 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 Request for Support Team. Key responsibilities include: Handling calls from members of public and professionals who are requesting support for children Screening calls from the public and partner agencies, to identify whether a referral is appropriate and/or signpost where necessary Safeguarding confidential information and respecting the privacy of families Inputting information onto databases and providing information to professional agencies where appropriate, whilst adhering to internal data protection policies Ensuring information is sent to Children’s Services and Early Help teams in a timely manner. 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 families and professionals by putting them at ease and displaying understanding and empathy, showing resilience when under pressure. You will work closely and seamlessly with Request for Support Officers and Supervisors, and natural development opportunities are available for those who are seeking to progress their career. We’re looking for individuals with a real passion for customer service who will enjoy supporting our customers all day, every day. Shortlisting Criteria In order to be considered for shortlisting, your application will clearly evidence the following skills and align with our behaviours: 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 children and families To apply, we request that you submit a CV and you will be asked the following 4 questions: Please describe a time you supported a customer in a fast-paced or emotionally challenging environment. What do you understand about the role of Children’s Services and the importance of safeguarding children? Give an example of when you used a database or case management system to record information. What did you need to consider when doing this? Surrey Children’s Services promotes a supportive, collaborative culture. Please describe a time when you worked effectively as part of a team to manage competing priorities. You will need to evidence relevant 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. Before submitting your application, we recommend you read the job description and our Life at Surrey handbook to get an insight into working at Surrey. Contact Us Please contact us for any questions relating to the role. This could be to discuss flexible working requests, transferable skills or any barriers to employment. For an informal discussion please contact Ellie Verge by e-mail at ellie.verge@surreycc.gov.uk . The job advert closes at 23:59 on 12/07/2026 with interviews to follow. A basic DBS ‘Disclosure and Barring Service’ check for regulated activity (formerly known as CRB) will be required for this role We look forward to receiving your application, please click on the apply online button below to submit. 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! Please see more information here: Information for applicants on Local Government Reorganisation - Surrey County Council 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.

Attachments