Join to apply for the Customer Service Centre Administrator - CMB2062e role at Cumberland Council.
Location & Working Hours
Carlisle Cumberland Council Offices – 37 hours per week, Full Time Permanent.
The Role
We have a great opportunity for the right person to join the Customer Service Centre as a Customer Service Centre Administrator. The successful candidate will be part of a friendly and proactive team passionate about providing top‑level customer service to support the delivery of the council’s operating model.
The role involves managing face‑to‑face, online, telephone and email interactions. Services handled include Blue Badge, Free School Meals, Waste & Recycling, Waste Permits, Registration & Ceremonies, Highways Hotline, Revenues & Benefits, MP Enquiries, Complaints, Health & Wellbeing and Council Tax. The focus is on efficient, effective customer service from the first point of contact, reducing demand on front‑line services and ensuring back‑office processing meets required standards.
Responsibilities
* Provide effective and efficient customer service across multiple channels.
* Assess and act on online and phone contacts to reduce front‑line demand.
* Process back‑office tasks such as registrations, dispute resolution and email responses.
* Work in a proactive, flexible multichannel environment.
* Collaborate with team members and other council departments to deliver outcomes.
Qualifications
* Excellent customer service skills.
* Proactive and adaptable to a multichannel service offer.
* Flexible working approach.
* Positive attitude, ambition and the drive to empower others.
Who We’re Looking For
We seek individuals who embody our core values: ambitious, collaborative, compassionate, empowering, and innovative. You’ll have the chance to grow in the role, thrive in your career and make a positive contribution to a better future for our communities.
Guaranteed Interviews
We offer a guaranteed interview to applicants who meet the essential criteria.
* Disabled individuals defined by the Equality Act 2010.
* Those in care, who have left care and are aged 24 and under.
* Armed forces veterans whose last long‑term substantive employer was the armed forces.
Diversity, Inclusion & Adjustments
We’re dedicated to enhancing the workforce diversity and encourage applications from all backgrounds. We’re a proud Disability Confident Leader and an Age Friendly Employer providing opportunities for everyone to thrive.
If you need reasonable adjustments to participate in the recruitment process, please email Resourcing@Cumberland.gov.uk. While adjustments aren’t always guaranteed, we’ll listen and try our best to accommodate your needs.
Contact
For more information about the role or to arrange an informal chat prior to your application, please contact Shannon Thackery by email at Shannon.Thackeray@cumberland.gov.uk.
Application and Interview Information
* Closing date: 5th November
* Interview date: To be confirmed
Please note this role may close early subject to demand. If you are interested, apply well before the advised closing date as we cannot accept applications once the role has closed.
Supporting Information
* Post Specification
For more information, refer to our Careers site: Our Staff Benefits, Candidate Support, About Cumberland Council.
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