DFG Advisor: Customer Experience Specialist

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

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.