Careers in Customer Access

The Customer Access Service is the contact centre for Lancashire County Council supporting and assisting the residents of Lancashire.

About us

The Customer Access Service handles the first point of contact for 28 different council services and handled over 1 million contacts in 2019/20. The service has recently introduced a new telephony platform and much of the future direction of the service will be focused on the benefits that can be drawn from the new system to enhance our customer journey.

We are committed to providing the best possible service to the citizens of Lancashire. This means reducing waiting times and backlogs; increasing the speed at which citizens receive help while never compromising on the quality of service they receive.

About you

We're always looking for the right people to our team and we recognise that our staff are the key to our success.

We deliver a variety of services and work with multiple systems and processes. This gives you a unique opportunity to expand your knowledge and develop new skills, which could take years to gain in other organisations. We will also encourage you to work in new and innovative ways.

We're looking for people who care about their job and about our customers. If this is you please read on…

The Customer Service Advisor role

As a Customer Service Advisor you will be speaking to customers on the phone, responding to their emails or even engaging with them via social media. 

We require:

  • your ability to build a rapport with a variety of people
  • a desire to deliver an excellent experience, and
  • your enthusiasm to do a great job while living our values

In return, we will provide you with excellent career progression, training and development and a range of benefits.

Hours of work

Our opening hours are from 8:00am – 5:00pm Monday to Friday (excluding all Public Bank Holidays) and we offer a range of shift patterns for both full and part time staff.


The Customer Access Service is located in Accrington, close to the Globe Centre which gives us excellent transport links. We are located just minutes from Accrington Train Station and less than 5 minutes from the M65.

We are also within easy to reach distance of many shops and cafes, with Accrington Town Centre just a couple of minutes walk away.

Working for us

Join our team and we'll offer you excellent opportunities to progress and do new things, a commitment to support you, and opportunities to influence and improve the way we work.

Find out more about the generous benefits package we offer all our staff.