L-SPA - Customer Service Information Officer

The starting salary for this full-time, permanent position is £31,659 per annum based on a 36 hour working week.

We are excited to be hiring a new Customer Service Information Officer to join our fantastic Customer Services Contact Centre based at Dakota in Weybridge.

This role is open to hybrid working and as a team we split our time between collaborating with colleagues in the office for a minimum of two days per week, and working from home.

Our Offer to You

• 26 days' holiday, rising to 28 days after 2 years' service and 31 days after 5 years' service, plus bank holidays
• 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 Customer Services Contact Centre acts as the gateway to many Surrey County Council services. Within L‑Spa, our team are the central access point for SEND (Special Educational Needs and Disabilities) services, managing a high volume of enquiries via telephone and email.

Our priority is to resolve enquiries at the first point of contact wherever possible, delivering an efficient, inclusive and customer-focused service for children, young people and families across Surrey.

As an L‑Spa Information Officer, you will be the first point of contact for customers seeking information, advice and support relating to SEND services. You will join a supportive, collaborative and high-performing team; playing a vital role in ensuring enquiries are managed professionally, accurately and compassionately, helping families access the right support at the right time.

As part of a vital frontline SEND service, this role offers the opportunity to make a meaningful difference to children, young people and families across Surrey. You will have the chance to develop your knowledge and expertise within SEND and local authority services and contribute to continuous service improvement.

Your key responsibilities as an L-SPA - Customer Service Information Officer will include:

• Responding to customer enquiries via telephone and email, providing accurate information and effective resolutions
• Managing a wide range of SEND-related enquiries, including those relating to Education, Health and Care Plans (EHCPs)
• Delivering excellent customer service whilst achieving performance, quality and service standards
• Using effective questioning and listening skills to understand customer needs and providing appropriate solutions
• Maintaining accurate records and ensuring information is recorded in line with service requirements
• Working collaboratively with colleagues and stakeholders to achieve positive outcomes for children, young people and families
• Demonstrating Surrey County Council's values and behaviours in all aspects of your work

Your Application

In order to be considered for shortlisting, your application will clearly evidence the following skills:

• Knowledge of, or a strong interest in, SEND services, processes and Education, Health and Care Plan (EHCP) procedures
• Experience of delivering excellent customer service in a customer-focused environment
• Confidence managing sensitive and sometimes challenging enquiries with empathy, professionalism and sound judgement
• Excellent communication and interpersonal skills, both written and verbal
• Organised, resilient and able to prioritise competing demands effectively
• Proactive and solution-focused approach to work
• A commitment to achieving positive outcomes for children, young people and families

To apply, we request that you submit a CV and answer the following 4 questions, demonstrating how your skills, knowledge and experience meet the requirements of the role, providing examples of delivering excellent customer service and achieving positive outcomes for customers:

1. Please describe a time when you delivered excellent customer service in a busy, customer-focused environment. What was the customer's enquiry, what actions did you take, and what was the outcome?
2. This role requires dealing with sensitive and sometimes complex enquiries from children, young people, families and professionals. Please provide an example of a situation where you handled a challenging or emotional customer interaction. How did you approach the situation and what was the outcome?
3. Tell us about a time when you had to manage competing priorities and a high volume of work. How did you organise your workload, ensure accuracy and meet deadlines or service standards?
4. What interests you about working with Surrey County Council's SEND service, and how do your skills, knowledge and experience equip you to support children, young people and families? Please include any experience or understanding you have of SEND services, Education, Health and Care Plans (EHCPs), or related support services.

The job advert closes at 23:59 on 02/08/2026 with interviews planned to follow.

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!

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.