Customer Service Advisor - WMF

Location

Voreda House in Penrith, with some home working (hybrid).

Permanent (×2).

We have an exciting opportunity within our new Customer Service structure for 2x Full Time Customer Service Advisors. This post will play a critical role within Customer Service supporting customers to undertake the main types of transactions with the Council – Register, Apply, Book, Pay, Check and Tell.

• Provide non‑judgemental, effective communication at first point of contact via face‑to‑face, telephone, or digital channels.
• Resolve a wide range of enquiries and signpost customers to community assets and third‑sector partners where appropriate.
• Communicate ongoing service developments, campaigns, policy changes and the Council’s operating model in a clear manner.
• Maintain accurate record‑keeping using a customer relationship management system and ensure statutory compliance.

• Strong awareness of service developments and a sound understanding of statutory policies and internal procedures.
• Experience in customer service using a holistic, person‑centred approach.
• Ability to collaborate effectively with internal and external stakeholders while meeting statutory timescales.
• Basic DBS check required.
• Commitment to safeguarding and promoting the safety and welfare of children, young people and adults at risk.

• Competitive pension scheme.
• Enhanced annual leave allowance.
• Various perks and discount schemes.

This role requires a Basic DBS check. Westmorland and Furness Council is committed to safeguarding and promoting the safety and welfare of children, young people and adults at risk.

Westmorland and Furness Council is committed to improving the diversity of its workforce to better reflect the communities we serve. We welcome applications from everyone and work to promote an inclusive, supportive culture that values and celebrates our differences. As a Disability Confident Leader, disabled applicants who meet the essential criteria of this job are guaranteed an interview. We also offer guaranteed interviews to Armed Forces personnel and veterans, and to those in care or care experienced and under 24 years old, who meet the essential criteria for the role.