The starting salary for this role is £29,697 per annum based on working 36 hours per week. This is a 12-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.
Rewards and Benefits
* 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 and stakeholders and supporting the Customer Relationship Team Manager.
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.
Shortlisting Criteria
To be considered for shortlisting for this position, your application will clearly evidence the following:
* 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
The job advert will close at 23:59 on 4th February 2025 with interviews scheduled for 11th & 12th February 2025.
Our Commitment
Surrey County Council is proud to be a Disability Confident Employer. A guaranteed interview will be offered to all disabled applicants where:
* The candidate has evidenced the minimum criteria for the role through their application
* The candidate has chosen to share that they have a disability on the application form
Our application form and onboarding process will provide an opportunity to request any reasonable adjustments for the interview and/or the role.
We want to be an inclusive and diverse employer reflecting the community we serve and particularly welcome applications from all underrepresented groups.