Customer Service Advisor - Ref: EE09026

Customer Service Advisor – Disabled Facilities Grants (DFG) Specialist

About Us

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.

About the Role

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.

About You

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.