Senior Customer Service Advisor - Transactional - WMF2504i

The Cumbria County Council; Barrow-in-Furness, Penrith; Hybrid; GBP 32,000 - 33,000; Full time

Job summary

A local government authority is seeking a full-time Senior Customer Service Advisor to support customers in carrying out transactions with the council. This critical role involves engaging with various stakeholders and maintaining high service standards while addressing locality-based issues. Ideal candidates should possess strong communication skills and have experience in customer service. The position offers the potential for some home working and includes benefits such as a competitive pension scheme and enhanced annual leave.

Benefits

Competitive pension scheme

Enhanced annual leave

Various discounts and perks

Qualifications

• Proactive individual with localised knowledge and statutory legislation awareness.
• Effective communication skills and ability to work under pressure.
• Confident use of digital platforms and accurate input to CRM systems.
• Experience in customer service with ability to deal with complex and challenging situations.

Responsibilities

• Support customers to undertake main types of transactions.
• Act as point of contact for localisation-based issue escalation.
• Engage with stakeholders to maintain high standards of customer service.
• Provide advice, information, and signposting to community assets.
• Support creation of rotas to ensure accurate coverage.

Skills

Effective communication skills

Ability to work under pressure

Proactive individual

Confident use of digital platforms

Experience in customer service

Job description

Job details

Job reference REQ00000019359

Date posted 18/12/2025

Application closing date 28/12/2025

Location KENDAL

Salary £32,061 - £32,597

Package Blank

Contract Type Permanent

Contractual hours 37

Basis Full time

Senior Customer Service Advisor - Transactional - WMF2504i

We have an exciting opportunity within our new Customer Service structure for two full‑time Senior Customer Service Advisors – Transactional. One will be based in Barrow Town Hall, and one will be based in Voreda House, with the ability for some home working.

This post plays a critical role within Customer Service supporting customers to undertake the main types of transactions with the council and acts as the point of contact for escalation of locality‑based issues. The role includes engagement with a range of stakeholders internal and external to the organisation to maintain high standards of customer service through provision of advice, information and signposting.

Responsibilities

• Support customers to undertake main types of transactions
• Act as point of contact for localisation‑based issue escalation
• Engage with stakeholders to maintain high standards of customer service
• Provide advice, information, and signposting to community assets
• Support creation of rotas to ensure accurate coverage of customer service advisors across the service area, taking into account telephony and reception cover on all front door enquiries

Qualifications

• Proactive individual with localised knowledge and statutory legislation awareness
• Effective communication skills and ability to work under pressure
• Confident use of digital platforms and accurate input to CRM systems
• Experience in customer service with ability to deal with complex and challenging situations

Benefits

Competitive pension scheme, enhanced annual leave allowance and other various perks and discounts schemes.

Attachments

• Post Specification
• Role Profile

Application and Interview information

Closing date: 28 December 2025

Interview date: WC 5th January 2026

Safer Recruitment & DBS

This role requires a Basic DBS check.

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.

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 when those applicants meet the essential criteria for the role.