Customer Service Advisor - Ref: EE09026

We Manage Jobs(WMJobs); Walsall; On-site; GBP 30,000 - 32,000; Full time

Job summary

Walsall Council in the West Midlands is recruiting a Customer Service Advisor specializing in Disabled Facilities Grants (DFG) to join our Customer Experience Centre. You will advise residents, families and professionals on the DFG process, eligibility, and next steps, providing clear guidance and signposting across multiple channels.

You will handle enquiries sensitively, record information accurately and work with Occupational Therapy, Housing and Adult Social Care to deliver timely outcomes.

Qualifications

• Experience in a customer-facing or advisory environment.
• Ability to explain complex processes clearly to diverse groups.
• Empathy and ability to handle sensitive information with care.

Responsibilities

• Specialist frontline role supporting DFGs, housing adaptations and independent living.
• Provide clear advice and signposting across multiple access channels.
• Record information accurately and coordinate with partner services to deliver outcomes.

Skills

Customer service

DFG knowledge

Communication

Tools

CRM systems

Job description

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.

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.

View: Job Description and Employee Specification

Closing Date: 25th September 2026

Please note: this vacancy may close earlier than the published closing date if a high volume of applications is received. Early applications are strongly encouraged.

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).

Important note:

When completing your online application form, you will be asked to enter supporting information. You must enter a detailed supporting information statement describing how your skills, abilities and experience meet the specific criteria included in the employee specification. If you do not include a supporting information statement, you will not be shortlisted. Please also ensure that you complete the work history and qualifications sections of your application form. Please do not add a CV as we do not accept them. Please see our Information for Applicants leaflet for further information.

We kindly request that recruitment agencies do not contact us regarding this job vacancy. We are not accepting agency applications or referrals at this time.

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.