Information Case Management Officer - WMF3197e

The Cumbria County Council; United Kingdom; Hybrid; GBP 39,000 - 40,000; Part time

Benefits offered by this job

Competitive pension scheme

Enhanced annual leave

Discount schemes

Job summary

Westmorland and Furness Council invites applications for an Information and Case Management Officer within its Customer Service structure. You will be the first point of contact for complaints, information requests, compliments and MP Enquiries, guiding stakeholders and ensuring timely responses within statutory timeframes.

The role requires knowledge of FOI requests, ability to apply legislation, and the capacity to work under pressure.

Qualifications

• Experience handling complaints, information requests, and MP enquiries.
• Ability to interpret legislation and communicate clearly under tight statutory deadlines.
• Comfortable training internal and external stakeholders on responsibilities for responses.

Responsibilities

• Be the first point of contact for complaints, information requests, compliments and MP Enquiries.
• Provide escalation routes and guidance to internal and external stakeholders.
• Coordinate with teams to ensure timely, compliant responses and travel across Westmorland and Furness.

Job description

Job reference REQ00000020501 Date posted 27/10/2026 Application closing date 17/11/2026 Location Various Locations Salary £39,481 - £40,444 Package Blank Contractual hours 30 Basis Part time Attachments Blank

Job description

Location: Various Westmorland and Furness locations

Contract Type: Temporary – Maternity Cover

About this opportunity

We have an exciting opportunity within our new Customer Service structure for an Information and Case Management Officer.

This post will play a critical role within Customer Service, being first point of contact for complaints, information requests, compliments and MP Enquiries; providing an effective escalation route, advice and guidance for internal and external stakeholders.

Who we are looking for…

We are seeking someone who is knowledgeable in dealing with compliments, complaints, Freedom of information requests and MP Enquiries and is able provide an expert level of support, including training to a range of internal and external stakeholders regarding their responsibilities in respect of responses

This role will require the ability to apply legislation, communicate effectively, work under pressure to tight statutory time scales and deal with complex and challenging situations.

Travel across WAF will be required. Work Base can be any WAF Anchor Building but there will be the ability for home working too.

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.

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

Application and Interview information

Closing date: 17 th November 2026

Interview date: w/c 23 rd November 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.

Safer Recruitment

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.

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.