Key traits of the team:

• Empathy and resilience in emotionally charged environments
• Professional decision-making skills to swiftly address resident queries
• A passion for public service in a fast-paced, customer-centred role

About the Role

As the public liaison for Surrey’s children’s services, you will be supporting vulnerable families while maintaining confidentiality, professionalism, and a high standard of customer care. Key responsibilities include:

• Response teams:

  • Managing referrals from the public and professionals regarding children’s needs
  • Screening and prioritising referrals to ensure they’re escalated appropriately or signposted to relevant agencies

• Data management:

  • Entering data accurately into databases and case management systems
  • Ensuring compliance with data protection and safeguarding policies

• Collaboration and coordination:

  • Supporting Children’s Services and Early Help teams with timely information distribution
  • Tackling complex issues with resilience, professionalism, and understanding

You’ll operate in emotionally taxing situations. This requires:

• Resilience and composure when dealing with sensitive, sometimes distressing information
• Empathy and adaptability in building trust with families
• Strong organisational skills to prioritise tasks efficiently

You’ll work closely with Request for Support Officers and supervisors. This role provides career progression opportunities for someone with a customer service-first mindset.

Key Responsibilities

• Handling calls from the public and professionals regarding children’s support requests
• Effectively screening and directing referrals at the first point of contact
• Respecting confidentiality while upholding safeguarding protocols
• Entering accurate, actionable data into council systems
• Supporting Children’s Services and social care teams through timely information exchange

Eligibility & Shortlisting Criteria

To be considered for this role, your application must demonstrate:

✔ Experience in customer-facing roles, particularly those requiring empathy with distressing or complex situations ✔ Proficiency in IT databases (case management systems, Microsoft Office, etc.) ✔ Teamwork and professional flexibility to thrive in a collaborative yet fast-paced setting ✔ Written and verbal communication skills with strong interpersonal abilities ✔ Basic awareness of issues affecting children and families

Application Questions

Applicants will be asked to submit a CV and address four key areas in their application:

1. "Describe a time you supported a customer in a fast-paced or emotionally challenging environment."
2. "What do you understand about the role of Children’s Services and the importance of safeguarding?"
3. "Give an example of using a database or case management system. What considerations went into recording data?"
4. "Explain a time you worked effectively as part of a team with competing priorities."

Additional Information

• A DBS (Disclosure and Barring Service) check is required for this role.
• Applications close at 23:59 on 12 July 2026, followed by interviews.

Notes on Local Government Reorganisation

At present, Surrey County Council is transitioning from a two-tier structure to two unitary councils as of April 2027. If you start with Surrey before this date, your role and conditions will transfer automatically.

Surrey’s Commitment to Equality

We are a disability-confident employer and guarantee an interview if you:

• Have declared a disability in your application
• Meet the role’s minimum criteria

We’re committed to creating an inclusive workplace—eligible applicants can request workplace adjustments to ensure their success. Further information can be found in our Life at Surrey handbook.

Ready to contribute to Surrey’s future? Join us—apply today!