Customer Service Advisor - Ref: EE09026

WMJobs; Walsall; On-site; GBP 30,000 - 32,000; Full time

Job summary

Walsall Council is seeking a Customer Service Advisor with a DFG specialist focus. You will help residents navigate Disabled Facilities Grants, explain eligibility, and signpost to relevant services.

The role requires careful information gathering and empathetic, clear communication across channels. Based in the Customer Experience Centre, you will work with Occupational Therapy, Housing and other partner services to support timely outcomes, maintain records and deliver person-centred support

Qualifications

• Experience in a customer-facing or advisory environment.
• Ability to explain complex processes clearly.
• Gather accurate information and support vulnerable residents.

Responsibilities

• Provide specialist frontline support relating to Disabled Facilities Grants (DFGs).
• Signpost and advise residents, families and professionals across multiple channels.
• Record information accurately and liaise with Occupational Therapy, Housing, Adult Social Care and contractors.

Skills

Customer service

Empathy

Communication

Attention to detail

Digital literacy

Record keeping

Tools

Case management systems

Job description

Walsall Council, Customer Service Advisor - Disabled Facilities Grants (DFG) Specialist - Ref: EE09026

Grade: G5; Salary Range: £29,542 -£32,046

About Us

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.

About The Role

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.

About You

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.

• 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.

View: Job Description and Employee Specification

Closing Date: 25th September 2026

This post is covered by the Government’s Code of Practice on the English Language Fluency Duty for public sector workers. The post holder will be required to communicate verbally with customers and provide advice and/or information in accurate spoken English.

Walsall Council takes seriously the responsibility to safeguard and promote the welfare of all the children, young people and vulnerable adults entrusted to our care and it is our expectation that all staff will share this commitment. We will ensure continuous development and improvement of robust recruitment processes and procedures that promote a culture of safeguarding amongst our workforce.

Completion of an enhanced Disclosure & Barring Service (DBS) check is a requirement for working with children, young people and vulnerable adults.

Note: Applicants appointed to posts that require an enhanced DBS clearance must declare any periods of time that they have lived, studied or worked abroad and be prepared to provide an Overseas Criminal Records Certificate (OCRC) or a Statement of Good Conduct (SOGC) relating to anytime they were overseas.

For this role the successful candidates must undergo a Baseline Personnel Security Standard (BPSS) check. BPSS is the minimum standard to ensure the identity and integrity of an employee who has access to official information using secure networks linking central government and local authorities. A BPSS check involves four main elements; Identity Check, National and Immigration Status, Employment History (last 3 years) and Verification of Criminal Record (unspent convictions only).

At Walsall Council, we appreciate that AI can be a useful tool for ideas or guidance. However, we encourage you to make sure your application reflects your own voice and experiences. Over-reliance on AI can make responses feel less personal, and we really want to understand what makes you unique. Your experiences, skills, and perspective are what set you apart, so please ensure your application as a whole - particularly your ‘Supporting Information’ - reflects your own voice.