Customer Service Advisor

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

We are recruiting a Customer Service Advisor with a specialism in Disabled Facilities Grants to join our Customer Experience Centre. This is a specialist frontline role supporting residents, families, carers and professionals with enquiries relating to DFGs, housing adaptations and independent living. You will provide clear advice, guidance and signposting through multiple access channels, helping customers understand the DFG process, eligibility requirements and next steps. You will manage enquiries sensitively and professionally, recognising that customers may have disabilities, long-term health conditions, communication needs or complex circumstances. You will resolve enquiries at the first point of contact wherever possible, accurately record information and work closely with Occupational Therapy, Housing, Adult Social Care, contractors and other partner services to support timely and coordinated outcomes. Our prevention-focused, person-centred and strength-based approach is central to the way we deliver services. By identifying residents' needs early and connecting them with appropriate adaptations, equipment, advice and wider support, we aim to help people remain independent, prevent avoidable deterioration or crisis and improve their quality of life.

You will have experience in a customer-facing or advisory environment and be confident dealing sensitively with a wide range of enquiries. You will be able to explain complex processes clearly, gather accurate information and support residents who may be vulnerable or experiencing difficult circumstances. Experience in one or more of the following areas is desirable:

• Disabled Facilities Grants, housing adaptations or independent living services.
• Housing, Adult Social Care, Occupational Therapy or related advisory services.
• Supporting disabled people, older residents, carers or people with long-term health conditions.
• Working in a fast-paced, high-volume contact centre.
• Managing complex or sensitive customer enquiries

You will also demonstrate:

• Strong verbal and written communication skills.
• Empathy, patience and a person-centred approach.
• The ability to explain technical or procedural information clearly.
• Good attention to detail and accurate record keeping.
• The ability to manage a varied workload in a fast-paced environment.
• Confidence using digital systems and case management records.
• Awareness of confidentiality, data protection and safeguarding responsibilities.
• A flexible, positive and collaborative approach to team working.

Walsall Council is committed to delivering high-quality, accessible services that support residents to remain safe, independent and well in their own homes. Our Customer Experience Centre provides a vital first point of contact for residents seeking information and support across a wide range of council services, including Disabled Facilities Grants (DFGs) and home adaptations.