Customer Experience Advisor: DFG & Home Adaptations

Walsall Council; Walsall; On-site; GBP 22,000 - 28,000; Full time

Job summary

Walsall Council is seeking a Customer Service Advisor with a specialist focus on Disabled Facilities Grants to join our Customer Experience Centre. You will handle enquiries from residents, carers and professionals across channels, providing clear guidance on DFGs and housing adaptations while signposting to the right services.

The role requires sensitivity to vulnerable customers and collaboration with multiple partner services to deliver timely, coordinated support.

Qualifications

• Experience in a customer-facing or advisory environment.
• Ability to handle vulnerable customers with sensitivity.
• Excellent communication and information-gathering skills.

Responsibilities

• Provide clear advice, guidance and signposting across multiple channels regarding DFGs and home adaptations.
• Record accurate information and manage enquiries at first point of contact where possible.
• Collaborate with Occupational Therapy, Housing, Adult Social Care, contractors and partner services to support timely outcomes.
• Explain processes clearly and support residents through the DFG process.

Skills

Strong verbal and written comms

Empathy & person-centred approach

Record keeping & attention to detail

Explain complex information clearly

Data protection awareness

Tools

Case management systems

Job description

Walsall Council is seeking a Customer Service Advisor with a specialist focus on Disabled Facilities Grants to join our Customer Experience Centre. You will handle enquiries from residents, carers and professionals across channels, providing clear guidance on DFGs and housing adaptations while signposting to the right services.

The role requires sensitivity to vulnerable customers and collaboration with multiple partner services to deliver timely, coordinated support.