Surrey County Council
Customer Relationship Associate
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The starting salary for this role is £31,659 per annum based on working 36 hours per week.
This is a 6-month fixed term contract or secondment opportunity.
We are excited to be hiring a new Customer Relationship Associate to join our fantastic Surrey Pension Customer Relationship team. Our team follows a hybrid schedule, working in-office one to two days per week with an additional one day per month for team meetings, and remotely for the rest. During your first eight weeks you will attend the office three days a week whilst you train and develop in the role.
Our Offer to You
- 26 days’ holiday (prorated for part time staff), rising to 28 days after 2 years' service and 30 days after 5 years’ service
- Option to buy up to 10 days of additional annual leave
- An extensive Employee Assistance Programme (EAP) to support health and wellbeing
- Up to 5 days of carer’s leave per year
- Paternity, adoption and dependents leave
- A generous local government salary related pension
- Lifestyle discounts including gym, travel, shopping and many more
- 2 paid volunteering days plus 1 team volunteering day per year
- Learning and development hub where you can access a wealth of resources
About The Role
The Customer Relationship Team serves as the front line for supporting customers and stakeholders, addressing a variety of queries related to the Local Government Pension Scheme through both phone and email. As a Customer Relationship Associate, you will embrace the Surrey Pension team’s culture of high standards and accountability, ensuring the delivery of an exceptional customer experience.
This role will contribute to the success of the Surrey Pension team. Operating with a limited degree of professional independence and autonomy, the role will predominantly undertake operational work with specific responsibility for being the primary point of contact for customers, stakeholders and supporting the Customer Relationship Team Manager.
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This includes:
- Providing a high level of customer service at all times
- Responding to high volumes of enquiries within the specified KPIs/SLAs
- Providing accurate information obtained from specialist IT systems or by referring defined complex enquiries to transactional or specialist second line support
- Maintaining information systems to ensure consistency and integrity of data
- Contributing to, and recommending changes and improvements to develop the level of service provided by the team
This role provides an excellent opportunity to gain further knowledge and experience within the service.
Your Application
In order to be considered for shortlisting, your application will clearly evidence the following skills and align with our behaviours:
- Minimum 5 GCSEs at Grade C or above (or equivalent alternative) or able to evidence ability at an equivalent level
- Good written and oral communication skills with the ability to build sound relationships with customers
- Good administrative, organisational and analytical skills
- Ability to prioritise and plan own workload in the context of conflicting priorities and work on own initiative
- Competent in a range of IT tools
To apply, we request that you submit a CV and you will be asked the following 3 questions:
- Please tell us about a time when you provided excellent customer service over the telephone while dealing with a difficult customer or a high volume of calls. What actions did you take to manage the situation, and what was the outcome?
- Give an example of when you used IT systems or databases to manage information or maintain accurate records. How did you ensure the information was accurate and up to date?
- Describe a time when you were required to achieve performance targets or service levels. What steps did you take to manage your workload and maintain quality, and what was the outcome?
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Before submitting your application, we recommend you read the job description & 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 Beth Evans by e-mail at beth.evans@surreycc.gov.uk.
The job advert will close at 23:59 on 20th September 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 and will move to new authorities in April 2027. This role is currently employed by Surrey County Council and will remain so until then. If you are employed by Surrey County Council on 1 April 2027, your employment will transfer under TUPE arrangements to one of the new councils, with your current terms and conditions protected. The provisional allocation for this post is Surrey Pensions Authority, subject to final confirmation through the wider transition process later this year. 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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