Customer Relations Assistant Manager

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 permanent role has a starting salary of £48,698 per annum, based on a 36 hour working week. We have a great opportunity to join our Children, Families and Lifelong Learning Customer Relations team as an Assistant Team Manager. This role sits within the Quality and Performance Division of Children, Families and Lifelong Learning and plays a key role in helping Surrey County Council learn from feedback and improve services for children, young people and families. Working with families, operational teams, senior leaders and partner agencies, you will oversee complex complaints, enquiries and Ombudsman investigations, ensuring concerns are handled fairly, consistently and in line with statutory and corporate procedures. Our Offer to You 26 days’ holiday, rising to 28 days after 2 years' service and 31 days after 5 years’ service (pro-rated for part time opportunities) 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 You will lead on quality assurance, reporting and analysis, using insight from complaints and feedback to identify trends, support service improvement and strengthen practice. As a manager within the Customer Relations Team, you will provide guidance, coaching and training to colleagues while promoting a culture of learning, accountability and excellent customer service. You will also manage a small team of Customer Relations Officers and Team Assistants. Your Application In order to be considered for shortlisting, your application will clearly evidence the following skills and align with our behaviours : Degree qualified or able to demonstrate significant experience in complaint handling, investigations or customer relations. Knowledge of investigation principles, complaint resolution and relevant legislation and guidance, including the Children Act Representations Procedure, GDPR, safeguarding and SEND framework. Excellent written, verbal and interpersonal skills, with the ability to negotiate, influence and build effective relationships. Strong analytical, organisational and report-writing skills, including the ability to interpret data and identify themes and trends. Experience of managing competing priorities, meeting deadlines and working effectively under pressure. Understanding of public sector governance and the role of finance, HR and communications in service delivery. To apply, we request that you submit a CV, and you will be asked the following 4 questions: Tell us about a time you used your leadership, planning and communication skills to help a team deliver high-quality work within strict deadlines. How do you use your coaching, support and communication skills to guide others? Give us an example of how you have used your skills and experience to resolve conflict, including through meetings, facilitated discussions or mediation. Tell us how you use your knowledge, judgement and attention to detail when working in complaints and applying statutory processes, policies or guidance. Before submitting your application, we recommend you read the job description & Our Life at Surrey handbook to get an insight into working at Surrey. The job advert closes at 23:59 on 31/08/2026 with interviews planned to take place on Thursday 24th September 2026. 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 Liz Whitby by email or on MS Teams for any questions relating to the role. This could be to discuss flexible working requests, transferable skills or any barriers to employment. 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.