This role has a starting salary of £32,512 per annum, based on a 36 hour working week.

This role is a fixed term contract for a period of 6 months.

We are excited to be recruiting a Telephone Welfare Assessment Officerto support our Surrey Crisis Fund. 

As a team, we offer our SCF officers a very supportive environment. Our team spirit is very strong and, although making decisions about vital assistance to vulnerable residents can be challenging, the rest of the team is always there to offer friendly advice and support to make sure that no SCF officer ever feels alone.

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 dependants 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 Surrey Crisis Fund (SCF) is a vital safety net for Surrey residents who are in emergency need and have nowhere else to turn. We step in with immediate help by providing support for living expenses, and basic household items for those setting up home in the community. We help people to keep the lights on and have food in the cupboards for themselves and their family when all else fails. We also help by supplying white goods and kids' beds for Surrey residents on very low incomes who are moving into empty social housing.

We are delighted to say that we have been given a grant to enable us to employ an extra SCF officer to work alongside our fantastic team and allow us to help more people. We need a compassionate and resilient individual who matches our commitment and energy to want to help people in need.

We know we are biased but, this is one of the most rewarding roles that every day allows you to make a vital difference to some of Surrey's most vulnerable residents. No two claims are the same. The calls with the applicants can be challenging. You will be talking to people who are in emergency situations. There will occasionally be swearing, shouting, and tears, but there will also be happiness, gratitude, and joy.

What you'll do:

• Connect: Build a strong rapport with clients over the phone, guiding them through their applications with empathy and care.

• Assess: Carefully gather all necessary information to make immediate decisions on the level of assistance required.

• Support: Work closely with a dedicated and supportive team, always ready to offer advice and camaraderie.

In order to apply, we would like you to submit your CV and answer the following questions:

1. Why do you think the SCF is important?

2. What has motivated you to apply for this position?
3. What behaviours do you feel would make a great SCF Officer?
4. What skills and experience do you have that would make you a fantastic SCF Officer?

To be considered for shortlisting, your CV and answers to the above questions will clearly evidence the following criteria:

• Experience using telephony and email systems

• Excellent communication skills
• Demonstrating composure under pressurised situations
• Attention to detail
• Handling of sensitive information and data

If your application is shortlisted, you will be invited to a short first round virtual interview to explore your answers to the above questions (lasting approx. 20 mins), and if successful following this, invited to meet us for an interview. We will be reviewing applications on an ongoing basis so feel free to submit an application as soon as you wish, and we will come back to you as quickly as possible.

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 the hiring manager, Luke Luthi-Morrison at luke.luthimorrison@surreycc.gov.uk.

The job advert closes at 23:59 on 31/07/2024.Shortlisted candidates will beinvited to a first-stage meeting with the hiring manager and SCF Supervisor via Microsoft teams (to be arranged). Candidates will then be invited to an in-person interview at our office in Weybridge on 19/08/2024.

We look forward to receiving your application, please click on the apply online button below to submit.

Our Values

Our values are as important as our abilities and shape who we are as an organisation. Discover more about ourvalues.

Before submitting your application, we recommend you read the job description. Our Life at Surrey handbook also attached provides insights of the culture at Surrey and how as a valued employee, you can help shape our Council.

Our Commitment

Surrey County Council is proud to be a Disability Confident Employer. A guaranteed interview will be offered to all disabled applications 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.