Technical Support Officer

The starting salary for this role is £33,552 per annum based on a 36-hour working week.

We are excited to be recruiting two Street Works Technical Support Officers to join our friendly and experienced Street Works team within Surrey Highways.

The team is currently based in Leatherhead, and the role is offered on a hybrid working basis, combining office‑based (minimum of 2 days) and home working. You will work closely with operational colleagues and other teams. Even when working remotely, the team works collaboratively on a day‑to‑day basis, sharing knowledge, providing support, and resolving issues together

Our Offer to You

26 days' holiday, rising to 28 days after 2 years' service and 31 days after 5 years' service
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 dependants leave
an Employee Assistance Programme (EAP) to support health and wellbeing
learning and development hub with 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 residentsAbout the team

The Street Works Support team provides essential financial, customer service and administrative support to the wider Street Works function. The role plays a key part in administering street works-related charges, Section 50 licences, responding to customer enquiries, and supporting the effective management of roadworks and street works across the county. This includes dealing with queries about permits, traffic disruption, charges and invoices, and ensuring information is accurate, timely and clearly communicated.

We are a busy and supportive team, working in a continually evolving environment where accuracy, collaboration and good customer service are essential. We are committed to improving how we work and to providing a professional, consistent service to residents, works promoters and internal colleagues.

About the role

This role involves a mix of customer contact and financial administration within the Street Works team. You will respond to enquiries from residents, utility companies and colleagues, providing clear information on street works, traffic disruption and associated charges. You will review and process highway works data, checking dates, locations and evidence to ensure charges are accurate and correctly recorded.

As a Technical Support Officer, you will raise invoices, review financial information, update systems and resolve queries where charges are questioned. Working closely with colleagues, you will help ensure information is shared, records are maintained and customers are kept informed. The role is primarily desk‑based but requires regular interaction, problem‑solving and strong attention to detail, with a consistent customer‑focused approach.

This post plays an important role in supporting the safe and efficient operation of Surrey's highway network by ensuring street works information and charges are accurate, timely and clearly communicated. Through effective handling of enquiries and strong record‑keeping, you will help reduce complaints, support compliance and maintain trust with residents, works promoters and internal teams.

Over the next 12-18 months, you will also support business continuity during Local Government Reorganisation, as Surrey County Council transitions to East Surrey Council and West Surrey Council. You will help maintain consistent processes, accurate data and clear communication across systems, supporting service quality and customer confidence during this period of change.

Your application

In order to be considered for shortlisting, your application will clearly evidence the following skills:

Ability to work accurately with street works information and charges
Experience of working with case management or highways systems
Strong customer service and communication skills
High level of attention to detail and financial awareness
Collaborative, adaptable and learning‑focused approach
To apply, we request that you submit a CV and you will be asked the following questions:

Members of the public often contact Surrey County Council about roadworks they believe are unnecessary, poorly timed, or causing unfair disruption. Please explain the key skills, considerations, and steps you would apply when responding to these concerns, to explain the purpose of street works, manage customer expectations andmaintaintrust with the resident.
Please describe how you would provide a good customer experience when you are unable to change a decision or outcome due to legislation, policy, or contractual requirements.
This role involves calculating, applying, and explaining charges relating to street works under the New Roads and Street Works Act (NRSWA), Traffic Management Act (TMA), and Surrey's Lane Rental Scheme. Please describe your experience of administering or supporting these types of charges, including how you ensure accuracy, compliance with legislation, and how you would respond to challenges or queries about invoices or charges.
Street works charges are sometimes disputed by works promoters. Please describe a time when a charge or invoice you issued was challenged. How did you review the case, apply the relevant legislation or guidance, and what was the outcome?The job advert closes at 23:59 on 21/05/2026 with interviews planned to follow.

Local Government Reorganisation (LGR)

Surrey County Council is undergoing Local Government Reorganisation, moving from a two-tier system to two new unitary councils in April 2027. If you are employed by Surrey on 1st April 2027, your role will transfer with current terms and conditions to one of the new organisations, supporting local devolution and greater powers for our communities.

Join our dynamic team and shape the future of local government. Make a lasting impact with innovative solutions and improved services for our community. Help us build a brighter future for our residents!

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 criteria, 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