Job Introduction We are committed to the development of our workforce. This position is only available to applicants who already work for Surrey County Council. We thank you for your interest in our roles and would encourage you to review our vacancies which are open to all. The starting salary for this full-time, permanent role is £38,090 per annum based on 36 hours per week. We're excited to be looking for a dedicated Senior Advisory Officer to lead and develop our team of Information Officers within the Contact Centre's Adult Social Care (ASC) Information & Advice Service based at Dakota, Weybridge . To help you settle in and feel fully supported, all new team members work from the office for 4 days a week during the initial induction and training period (up to 12 weeks). Once you're confident and ready to work independently, you'll move to a hybrid pattern , typically 2 days in the office and 3 days from home. As a team we need to be flexible, as there will be times when you'll be required to come into the office more often depending on service needs. Our Offer to You 26 days’ holiday, rising to 28 days after 2 years' service and 31 days after 5 years’ service (pro rata for part-time hours) 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 The ASC Information & Advice Service serves as the first point of contact, our 'front door, for anyone seeking support from Surrey's Adult Services. The Senior Advisory Officer is a pivotal role where you will oversee a group of Information Officers responsible for triaging and processing referrals submitted via Adult Social Care Online, and managing customer contact through Live Web Chat, telephone, and other accessible channels. We're looking for a confident and experienced individual who is passionate about delivering excellent service and driving continuous improvement. You will have a strong ability to support new staff confidently, providing high-quality training, mentoring, and guidance to help them succeed in their roles. Your key responsibilities as a Senior Advisory Officer will include : Supporting the Contact Centre ASC Supervisors and Contact Centre Adults Team Manager in the day-to-day running of the service Delivering comprehensive training and ongoing support to new and existing team members Monitoring individual performance regularly, offering constructive feedback and ensuring high standards are maintained Leading your team through a period of significant change, including the implementation of the AWHP Front Door restructure and Local Government Reorganisation (LGR) Contributing to service development through project work, data gathering, and analytics, helping to identify opportunities for improvement and innovation Managing your team in line with Surrey County Council's People policies If you're ready to take the next step in your leadership journey and make a meaningful impact on the lives of Surrey residents, we'd love to hear from you. Your Application In order to be considered for shortlisting, your application will clearly evidence the following skills and align with our behaviours : Experience supporting staff confidently, including training, mentoring, and induction of new team members Proven ability to deliver high-quality customer service in a social care or contact centre environment Familiarity with digital referral systems and CRM/contact centre platforms Strong skills in triaging referrals, managing telephone and digital contact channels (e.g. web chat), and identifying risk Excellent communication and interpersonal skills, with the ability to work collaboratively across teams and services Excellent IT skills and use of databases to a high standard of accuracy A basic DBS 'Disclosure and Barring Service' check for regulated activity (formerly known as CRB) will be required for this role. If this sounds like you, and you are enthusiastic about helping our residents with their requests and enquiries, then please do not hesitate in applying. The job advert closes at 23:59 on 16th July 2026 with interviews to follow. The interview will include a 10-minute presentation in a format of your choice on a topic shared in advance. 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. We look forward to receiving your application, please click on the apply online button below to submit 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. Please contact Kim Garland or Sandra Wright by e-mail at asc.infoandadvice@surreycc.gov.uk . 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 shortlisting criteria as displayed on the advert, 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.

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