Customer Service Advisor

Make a Difference in Lancaster
Join us as a Customer Services Advisor and be the friendly first point of contact for our community. Your role will be vital in providing clear, professional, and timely support to tenants and residents, helping them access council services with ease. By delivering excellent service, you’ll contribute to making Lancaster a welcoming, inclusive, and well-supported place to live.

What You’ll Be Doing
You’ll assist customers through phone, face-to-face, and online channels, handling enquiries, complaints, and payments with care and accuracy. Your empathetic approach will help identify those with complex needs and connect them to the right support. You’ll promote digital services, maintain accurate records, and work closely with colleagues and partners to ensure a seamless customer experience.

You’ll Fit Right In If…
You bring strong customer service skills, clear communication, and a calm, positive attitude when dealing with challenges. You’re comfortable using Microsoft Office and keen to learn about council procedures and legislation. Working together, showing pride in your work, and taking ownership of your role will help you thrive here. Ambition to grow and cross-train across all service areas is welcomed.

Ready to Join Us?
If you’re passionate about helping people and making a real difference in your community, we’d love to hear from you. Find out more about what it’s like working with us, our benefits, values and culture, by visiting lancaster.gov.uk/sites/recruitment.

Why Work With Us
Our Benefits
• Generous annual leave
• Local Government Pension Scheme
• Discounted gym membership
• Cycle to Work scheme
• Car purchase scheme
• Lifestyle savings
• Health Care Cash Plan
• Volunteering days
• Wellbeing support

Flexible working friendly
We welcome discussions about flexible working and may be able to offer hybrid working, a generous flexi-time scheme, and agreed working hours to support work–life balance.

Inclusive employer
We welcome applications from all parts of the community and are committed to a diverse and inclusive workplace where everyone is treated with dignity and respect.
We guarantee interviews for applicants with a disability and armed forces veterans who meet the essential criteria.