Senior Advisory Officer

The starting salary for this role is 38,090 per annum, working 36 hours per week (prorated for part time staff).

We're looking for a dedicated Senior Advisory Officer to lead and develop our team of Information Officers within the Contact Centre's Adult Social Care Information & Advice Service, based at Dakota in Weybridge.

Our Offer to You

• 26 days' holiday, rising to 28 days after 2 years' service and 31 days after 5 years' service (prorated for part time staff)
• 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 ASC Information & Advice Service serves as the first point of contact-our 'front door'-for anyone seeking support from Surrey's Adult Services.

This is a pivotal role where you will oversee a group of Information Officers responsible for triaging and processing referrals submitted via Adult Social Care Online, and managing customer contact through Live Web Chat, telephone, and other accessible channels.

We're looking for a confident and experienced individual who is passionate about delivering excellent service and driving continuous improvement. You will have a strong ability to support new staff confidently, providing high-quality training, mentoring, and guidance to help them succeed in their roles.

As a Senior Advisory Officer, you will:

• Work collaboratively with the Contact Centre ASC Supervisors and Contact Centre Adults Team Manager in the day-to-day running of the service.
• Deliver comprehensive training and ongoing support to new and existing team members.
• Monitor individual performance regularly, offering constructive feedback and ensuring high standards are maintained.
• Lead your team through a period of significant change, including the implementation of the AWHP Front Door restructure and Local Government Reorganisation (LGR).
• Contribute to service development through project work, data gathering, and analytics, helping to identify opportunities for improvement and innovation.
• Manage your team in line with Surrey County Council's People policies.

If you're ready to take the next step in your leadership journey and make a meaningful impact on the lives of Surrey residents, we'd love to hear from you.

To help you settle in and feel fully supported, all new team members will work from the office 4 days a week during the initial induction and training period (up to 12 weeks). Once you're confident and ready to work independently, you'll move to a hybrid pattern-typically 2 days in the office and 3 days from home. You are required to be flexible, as there will be times when you'll need to come into the office more often depending on team or service needs.

Your Application

To be considered for an shortlisting, your application will clearly evidence the following skills:

• Experience supporting staff confidently, including training, mentoring, and induction of new team members.
• Proven ability to deliver high-quality customer service in a social care or contact centre environment.
• Familiarity with digital referral systems and CRM/contact centre platforms.
• Strong skills in triaging referrals, managing telephone and digital contact channels (e.g. web chat), and identifying risk.
• Excellent communication and interpersonal skills, with the ability to work collaboratively across teams and services.
• Excellent IT skills and use of databases to a high standard of accuracy.

If you can tick all the above and are enthusiastic about helping our residents with their requests and enquiries, then please do not hesitate in applying.

To apply, we request that you submit a CV and you will be asked the following 4 questions:

1. Please describe your experience supporting colleagues through training, mentoring, or induction. How did you help them develop their skills and confidence, and what was the outcome?
2. Give an example of a time when you delivered excellent customer service in a social care, contact centre, or similar customer-focused environment. How did you ensure the individual's needs were met?
3. Tell us about your experience using digital referral systems, CRM databases, or contact centre platforms. How have you used these systems to manage enquiries, referrals, or customer interactions accurately and efficiently?
4. Describe a situation where you were responsible for triaging referrals or managing multiple contact channels, such as telephone calls, emails, or web chat. How did you identify and respond to potential risks while ensuring an effective service for customers?

A basic DBS 'Disclosure and Barring Service' check for regulated activity (formerly known as CRB) will be required for this role.

The job advert closes at 23:59 on 18th October 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 East Surrey Council, subject to final confirmation through the wider transition process later this year.

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.