Customer Service Advisor - WMF

We have an exciting opportunity within our Customer Services team for a Full Time Customer Service Advisor supporting delivery of the Crisis and Resilience Fund (CRF).

This role will act as a key frontdoor for residents, helping them access financial support during times of crisis while promoting longer-term resilience. You will support customers with core council transactions with a strong focus on guiding them through CRF applications and available support.

Taking a non-judgemental, person-centred approach, you will confidently identify customer needs, resolve enquiries at first point of contact where possible and provide effective signposting to wider support such as Citizens Advice and community partners; ensuring every interaction helps prevent future hardship as well as responding to immediate need.

Are you passionate about delivering high‑quality customer service and able to provide clear advice and guidance at the first point of contact, face to face, via telephone and digitally? Using a holistic and person-centred approach, we are seeking someone who can connect customers to the most appropriate support networks, ensuring their needs and desired outcomes are fully understood and addressed in a non-judgemental way.

The role requires a strong awareness of the ongoing development of services, enabling clear communication of campaigns, policy changes and the Council’s operating model. A sound understanding of statutory policies and internal procedures is essential to ensure services are delivered in line with the Council Plan, while setting clear expectations for customers.

Effective collaboration with internal and external stakeholders is key, ensuring compliance with statutory timescales, and accurate record-keeping using a customer relationship management system.

Working at Westmorland and Furness Council you will receive a variety of benefits, including a competitive pension scheme, enhanced annual leave allowance and other various perks and discounts schemes.

Further information about this role, such as responsibilities and essential criteria, can be found in the attached Post Specification and Role Profile documents.

For queries or to discuss this opportunity, please contact Julie.

Jordan-Guy@

Closing date: 28th June 2026