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. This role has a starting salary of £55,486 per annum, based on a 36- hour working week. We are excited to be hiring a Customer Relations Manager to join our fantastic and friendly CFLL Customer Relations team. The team is based in Victoria Gate, Woking. 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 This role is based in Customer Engagement, within the Quality Relationships service of the Children, Families and Lifelong Learning Directorate of Surrey County Council. The service leads on developing and nurturing partnerships across agencies and organisations working with children and young people in the county, driving user involvement, embedding our renewed focus on strategic and operational planning, and supporting our workforce’s learning and development through our children’s services academy. About the Role At the heart of this role is a commitment to our Customer Promise. This details what both you, the families we support, and our staff can expect from each interaction with us. We encourage you to lead by example by embracing the 5 key principles of our customer promise and to be brave in challenging where you see standards falling short. In this varied role, you will lead the Children’s Customer Relations team, ensuring that complaints are handled effectively and that queries are dealt with in line with the relevant timescales. You will monitor complaints, analyse trends, and provide qualitative and quantitative reports. In addition, you will be expected to arrange training on complaint handling and assist in the delivery of training to support operational teams to resolve and respond to complaints and enquiries within timescales and using a relational, resolution focused approach. Your Application In order to be considered for shortlisting, your application will clearly evidence the following skills and align with our behaviours: Strong consultancy, facilitation and stakeholder engagement skills. Development of performance and quality assurance reports, using data to evidence commentary and recommendations for senior decision-makers. Strong analytical, problem-solving and communication skills. Skills needed to successfully work in complex public sector or partnership environments. To apply, we request that you submit a CV and you will be asked the following 4 questions: What skills you have brought to successfully managing a complaints function in a large/ complex organisation? What behaviours have you used to work collaboratively and successfully with colleagues in making service improvements? How have you mentored and coached others to achieve successful outcomes to a project or other area of work? How have you created and/or developed the team culture in your current role, and what impact this has had for your customers? Before submitting your application, we recommend you read the job description. 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 Liz Whitby by e-mail. The job advert closes at 23:59 on 22/07/2026 with interviews to follow. 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 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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