Customer Service Advisors

Walsall Council; Walsall; Sur place; GBP 27 000 - 33 000; Plein temps

Résumé du poste

Walsall Council is seeking a Customer Experience Officer to join the Best Start Family Hubs. You will welcome visitors, handle inquiries across multiple channels, and connect families with the right services and support.

You will help maintain digital access, support referrals, and contribute to community engagement while upholding inclusive, high-quality customer service across hubs.

Qualifications

• Experience in customer-facing roles or service environments.
• Excellent communication and interpersonal skills.
• Ability to use digital systems and maintain records.

Responsabilités

• Provide a welcoming, professional and inclusive service to customers at Best Start Family Hubs.
• Act as first point of contact in person, by phone and online.
• Provide information, advice and signposting to services for children, young people and families.
• Support referrals and warm handovers to internal services and partners.
• Promote self-service and digital access where appropriate.
• Keep accurate records of customer interactions and service requests.
• Support community engagement activities across Family Hub locations.
• Share feedback to help improve service delivery.
• Work flexibly across Family Hub locations as required.

Description du poste

Key Responsibilities

• Provide a welcoming, professional and inclusive service to customers visiting Best Start Family Hubs.
• Act as a first point of contact for enquiries received in person, by telephone and through digital channels.
• Provide information, advice and signposting to services and support available for children, young people and families.
• Support effective referrals and warm handovers to internal services and partner organisations.
• Promote self-service and digital access where appropriate.
• Maintain accurate records of customer interactions and service requests.
• Support community engagement activities, events and outreach sessions across Family Hub locations.
• Contribute to service improvements by identifying customer needs and sharing feedback with colleagues.
• You will have experience of working in a customer-facing environment and a passion for helping people access the support they need.
• The ability to work flexibly across Family Hub locations if required.

You will be able to demonstrate:

• Excellent communication and interpersonal skills.
• Experience of dealing professionally with a range of customer enquiries.
• The ability to build positive relationships with customers, colleagues and partner organisations.
• Good organisational skills and the ability to manage a varied workload.
• Confidence in using digital systems and maintaining accurate records.
• An understanding of the challenges faced by children, young people and families.
• A commitment to equality, inclusion and excellent customer service.

At Walsall Council, we are committed to delivering accessible, responsive and customer-focused services that improve outcomes for our residents. Our Customer Experience Centre (CXC) plays a vital role in helping customers access the right support at the right time through a range of channels and community-based locations.

This is an exciting opportunity to help shape the customer experience within Walsall's Best Start Family Hubs and make a positive difference to children, young people and families.

You will join a supportive team committed to prevention, partnership working and ensuring residents can access help quickly and easily. Together, we can help create stronger families, stronger communities and better outcomes for children and young people across Walsall.