Warmer Homes Engagement Officer

We are committed to the development of our workforce. This position is only available to applicants who already work for Surrey County Council. We thank you for your interest in our roles and would encourage you to review our vacancies which are open to all.

This position has a starting salary of £33,552 per annum, based on a 36-hour working week.

We are excited to be hiring a new Warmer Homes Engagement Officer to join our fantastic Climate Resilient Homes team, based in Victoria Gate, Woking.

This is a secondment opportunity until 31.03.2027. Please discuss with your current line manager before submitting your application.

This role is open to hybrid working and as a team we split our time between collaborating with colleagues in the office, working within the communities we serve, and working from home.

Our Offer to You

• 26 days’ holiday, rising to 28 days after 2 years' service and 31 days after 5 years’ service, plus bank holidays
• 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

Surrey County Council is committed to ensuring that no resident is left behind and are equipped to respond to an ever-changing climate. Through the Surrey Way, our Climate Resilient Homes Team works to improve energy efficiency, reduce carbon emissions and support the uptake of renewable energy - helping residents reduce energy bills, improve wellbeing and build resilience to rising fuel costs.

The team has already delivered significant impact, including:

• Upgrading over 200 homes through the Home Upgrade Grant Phase 2
• Securing £13.9 million from the Department for Energy Security and Net Zero through the Warm Homes – Local Grant, supporting fuel‑poor households across Surrey
• Delivering four phases of Solar Together, resulting in more than 3,000 installations of solar PV, batteries, EV chargers and heat pumps
• Launching the co‑designed Surrey Retrofit Strategic Action Plan

We’re now looking for a Warmer Homes Engagement Project Officer to join us and help turn this funding into real, practical improvements for residents’ homes and lives.

This role plays a vital part in delivering Warm Homes Local Grant funding, working directly with residents, many of whom are experiencing fuel poverty or other vulnerabilities, to guide them through the application and installation process. You’ll be a key point of contact, ensuring residents feel supported, informed and treated with compassion at every stage, while also helping the council meet strict funding, compliance and audit requirements.

What you’ll be doing day to day:

• Acting as a primary point of contact for residents, responding to enquiries, issues and complaints via phone and email, and providing clear, empathetic guidance throughout the grant process
• Reviewing and triaging applications and supporting evidence (such as income, housing and property information) to assess eligibility or identify alternative council support where appropriate
• Tracking resident applications through the end‑to‑end Warm Homes – Local Grant workflow, from initial application to completed works and TrustMark sign‑off
• Working closely with project managers, senior officers and installers to identify issues, escalate risks and support continuous improvement
• Maintaining accurate, high‑quality records and data, supporting grant compliance, audits and future funding bids
• Supporting the delivery of a positive, inclusive customer experience, particularly for residents facing financial hardship or other vulnerabilities

Your Application

In order to be considered for shortlisting, your application will clearly evidence the following skills and align with our behaviours:

• Good IT skills, particularly confidence using Microsoft packages
• Strong written and verbal communication skills, with the ability to resolve resident issues across the Warm Homes – Local Grant journey
• Resilience and the ability to work under pressure, recognising the strict timelines and eligibility requirements attached to government‑funded programmes
• A compassionate, calm and trustworthy approach, with an understanding of the challenges faced by residents experiencing fuel poverty or vulnerability
• An ability to manage sensitive personal and financial information accurately and professionally
• Knowledge of retrofit, decarbonisation or renewable energy, and a clear interest in developing this further

To apply, we request that you submit a CV and answer the following 3 questions. Please note do not exceed the word limit:

1. Please tell us about your experience or understanding of retrofit, decarbonisation and renewable energy? How would this help you in the role? (500 words max)
2. Please describe how you would handle a large volume of applications and a tight deadline? What processes would you follow and how would you manage expectations? (500 words max)
3. Please tell us about how you have delivered effective customer service, and how you measured that success (500 words max)

The job advert closes at 23:59 on 27.05.2026 with interviews planned to follow.

Before submitting your application, we recommend you read the job description and our Life at Surrey Handbook to get an insight into working at Surrey.

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. Please contact Karan Purewal at mailto:karan.purewal@surreycc.gov.uk.

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, 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! Please see more information here: Information for applicants on Local Government Reorganisation - Surrey County Council.

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.