Disabled Facilities Grants Advisor—Customer Experience Champion

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 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