Customer Service Advisor - Ref: EE09026 in Walsall

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.

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.

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.

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.

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.

Responsibilities:

• Deliver high-quality customer service across multiple access channels.
• Provide specialist first-point-of-contact advice about DFGs and home adaptations.
• Explain the DFG application, assessment, approval and delivery process in clear and accessible language.
• Gather accurate information to support effective triage and referral.
• Resolve customer enquiries at the first point of contact wherever possible.
• Accurately record customer interactions and case information using council systems.
• Identify urgent, complex or safeguarding concerns and escalate them appropriately.
• Signpost residents to relevant council, health, housing and community services.
• Liaise with internal teams and external partners to support joined-up case progression.
• Manage customer expectations and provide clear updates on next steps and likely timescales.
• Work collaboratively as part of a team to meet service demands and improve the customer journey.
• You may be required to conduct home visits to support residents.