Family Hub Customer Experience Specialist

Walsall Council; Walsall; On-site; GBP 27,000 - 33,000; Full time

Job summary

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.

Responsibilities

• 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.

Job description

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.