Customer Service Advisor - WMF2998e

About this opportunity

We have an exciting opportunity within our Customer Services team for a Full Time Customer Service Advisor who will support the delivery of the Crisis and Resilience Fund (CRF). The role serves as a key front door contact for residents, helping them access financial support during times of crisis while promoting longer term resilience.

Responsibilities

• Support customers with core council transactions, with a strong focus on guiding them through CRF applications and available support.
• Take a non judgemental, person centred approach to identify customer needs, resolve enquiries at the first point of contact where possible, and provide effective signposting to wider support such as Citizens Advice and community partners.
• Effectively communicate campaigns, policy changes and the Council's operating model to customers, ensuring clarity and compliance with statutory timescales.
• Maintain accurate record keeping using a customer relationship management system.
• Collaborate with internal and external stakeholders to provide seamless customer service.

Qualifications

• Passion for delivering high quality customer service, with the ability to provide clear advice and guidance at the first point of contact (face to face, telephone and digital).
• Strong awareness of the ongoing development of services and the ability to communicate these changes effectively.
• Sound understanding of statutory policies and internal procedures, and ability to ensure services are delivered in line with the Council Plan.
• Effective collaboration skills with internal and external stakeholders, with a focus on statutory compliance and accurate record keeping.
• Ability to work in a person centred, non judgemental manner and to signpost customers to appropriate support networks.

Benefits

Working at Westmorland and Furness Council provides a competitive pension scheme, an enhanced annual leave allowance and a range of perks and discount schemes.

Equality, Diversity and Inclusion

Westmorland and Furness Council is committed to improving the diversity of its workforce and welcomes applications from everyone. We promote an inclusive culture that values and celebrates our differences. Disabled applicants who meet the essential criteria of this job, as well as Armed Forces personnel, veterans, those in care or care experienced, and under 24 individuals who meet the essential criteria, are guaranteed an interview.