Senior Customer Service Advisor - Relational WMF3163e

Senior Customer Service Advisor - Relational WMF3163e

Job description

INTERNAL ONLY

Location: Barrow, Kendal or Penrith
Contract Type: Fixed term for 12 months

About this opportunity

We are looking for a passionate and customer-focused Senior Customer Service Advisor to join our Customer Services team at Westmorland and Furness Council. This is an exciting opportunity to play a key role in helping residents access the support and services they need, particularly where enquiries are complex, sensitive or require specialist knowledge.

As part of a specialist team, you will be the first point of contact for customers accessing Adult Social Care services, providing high-quality advice, information and signposting to help people understand the support available to them. You will play a key role at the front door, listening to customers' circumstances, identifying needs and ensuring they are connected to the most appropriate services, community resources or professional support at the earliest opportunity.

Using a person-centred approach, you will help customers navigate often complex services, enabling them to make informed choices and access the right support at the right time. Working collaboratively with colleagues, partner organisations and local communities, you will contribute to improving outcomes for residents, promoting independence and wellbeing and ensuring every contact adds value.

This role offers the opportunity to make a meaningful difference to people's lives while contributing to our vision of delivering seamless, accessible and inclusive customer services.

Who we are looking for…

We're looking for someone who is an experienced customer service professional with a passion for helping people and delivering excellent outcomes.

You will be able to:

• Communicate confidently and compassionately with a wide range of customers, including those experiencing vulnerability or complex circumstances.
• Analyse information, assess needs and identify the most appropriate support pathways for customers.
• Work effectively with colleagues and partner organisations to resolve enquiries and coordinate support.
• Maintain accurate records and use customer systems and technology confidently.
• Remain calm and professional when dealing with challenging situations, competing demands and high volumes of work.

You'll be someone who shares our commitment to providing inclusive, accessible services and understands the importance of treating every customer with dignity, respect and empathy.

This is an opportunity to join a service at the heart of the Council, supporting residents through some of the most important interactions they have with us. No two days are the same and you'll have the chance to develop expertise across a range of service areas while working as part of a supportive and collaborative team.

The role is based within a hybrid working environment and will involve occasional travel to locations across Westmorland and Furness to support both service delivery and training opportunities.

If you enjoy solving problems, supporting people through complex situations and making a positive difference in your community, we'd love to hear from you.

What can we offer you!

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. For more information about life at Westmorland and Furness Council and what we can offer you, please visit our Careers site.Our benefits | Careers (westmorlandandfurness.gov.uk)

Would you like to find out more?

For further information about this role, such as responsibilities and essential criteria please view the below attachments:

• Post Specification
• Role Profile

Please note: If the Post Specification for this vacancy states that a UK driving licence is required, non-UK driving licences with entitlement to drive vehicles in the UK will also be accepted.

If you have any queries about this role or would like an informal chat about this opportunity, then please contact Jayne Harty on jayne.harty@westmorlandandfurness.gov.uk

Application and Interview information

Closing date: 27/09/2026

Interview date: w/c 29/09/2026

We are currently operating both in-person and virtual interviews. Interview details such as venue/timings will be shared with successful candidates, following the shortlisting process. If you have any concerns or adjustments are needed, we are happy to discuss this with you.

If you experience any technical difficulties applying for this role, please contact the HR Systems Team at HR.Systems@cumbria.gov.uk.

For guidance on the recruitment process, FAQs, and useful tips for completing your application, please visit: Our Approach to Recruitment | Careers

Safer Recruitment & DBS

At Westmorland and Furness Council we are committed to safeguarding and promoting the safety and welfare of children, young people and adults at risk and we expect all workers, employees and volunteers to share our commitment.

Individuals may be required to have Baseline Personnel Security Standard checks in place for this role, dependent on access to specific government systems, which does include a Basic DBS check. The recruiting manager will discuss the requirements for this appointment, with the successful candidate.

Equality, Diversity, and Inclusion

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 those in care or care experienced and under 24 years old (someone who has been looked after by a local authority at any point, for any length of time, e.g. foster care, residential care, or under the guardianship of a local authority) that meet the essential criteria for the role.