Customer Service Advisor

Customer Experience Centre (CXC)

Customer Service Advisors (Best Start Family Hubs) - Ref: EE10626

Grade 5:  £29,542 - £32,046 per annum
37 Hours per Week, permanent (3 Positions)
5 days a week onsite at a Family Hub (non-hybrid role) 

Job Share Applications Welcome
Location: Best Start Family Hubs across Walsall

We're looking for enthusiastic, customer-focused people to join our Best Start Family Hubs. If you're passionate about helping families, delivering great customer service and making a positive difference in your community, we'd love to hear from you.

About Us:

At Walsall Council, we are committed to delivering accessible, responsive and customer-focused services that improve outcomes for our residents. Our Customer Experience Centre (CXC) plays a vital role in helping customers access the right support at the right time through a range of channels and community-based locations.

As part of our Best Start Family Hubs programme, we are strengthening our front-door offer to ensure children, young people and families receive a warm welcome, early support and seamless access to services. Best Start Family Hubs bring services together to make it easier for families to get the help they need when they need it.

We welcome applications from individuals seeking flexible working arrangements, including job share opportunities.

About the Role:

We are looking for enthusiastic and customer-focused Customer Service Advisors to join our Best Start Family Hubs team.

This is a rewarding front-line role where you will be the first point of contact for families, carers, professionals and visitors accessing Family Hub services. You will provide a welcoming and professional service, offering information, advice and signposting while helping customers access the support they need.

Working alongside colleagues across Children's Services, Health, Early Help, Education and community organisations, you will support effective referrals and warm handovers to ensure families receive the right support at the right time. Prevention, early intervention and excellent customer service will be at the heart of everything you do.

Key Responsibilities:

• Provide a welcoming, professional and inclusive service to customers visiting Best Start Family Hubs.
• Act as a first point of contact for enquiries received in person, by telephone and through digital channels.
• Provide information, advice and signposting to services and support available for children, young people and families.
• Support effective referrals and warm handovers to internal services and partner organisations.
• Promote self-service and digital access where appropriate.
• Maintain accurate records of customer interactions and service requests.
• Support community engagement activities, events and outreach sessions across Family Hub locations.
• Contribute to service improvements by identifying customer needs and sharing feedback with colleagues.
   

About You:

You will have experience of working in a customer-facing environment and a passion for helping people access the support they need.

You will be able to demonstrate:

• Excellent communication and interpersonal skills.
• Experience of dealing professionally with a range of customer enquiries.
• The ability to build positive relationships with customers, colleagues and partner organisations.
• Good organisational skills and the ability to manage a varied workload.
• Confidence in using digital systems and maintaining accurate records.
• An understanding of the challenges faced by children, young people and families.
• A commitment to equality, inclusion and excellent customer service.
• The ability to work flexibly across Family Hub locations if required.
   

Why Join Us?

This is an exciting opportunity to help shape the customer experience within Walsall's Best Start Family Hubs and make a positive difference to children, young people and families.

You will join a supportive team committed to prevention, partnership working and ensuring residents can access help quickly and easily.

Together, we can help create stronger families, stronger communities and better outcomes for children and young people across Walsall.

Please note this role is based at a Family Hub Location and is non-hybrid.

Job Share may be considered.

For any queries about this vacancy, please contact Abeed.Alam@walsall.gov.uk 
  
View Job Description and Employee Specification 

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.  Please see our Information for Applicants leaflet for further information.

We kindly request that recruitment agencies do not contact us regarding this job vacancy. We are not accepting agency applications or referrals at this time.

At Walsall Council, we appreciate that AI can be a useful tool for ideas or guidance. However, we encourage you to make sure your application reflects your own voice and experiences. Over-reliance on AI can make responses feel less personal, and we really want to understand what makes you unique. Your experiences, skills, and perspective are what set you apart, so please ensure your application as a whole – particularly your ‘Supporting Information’ – reflects your own voice.

Closing Date – 23rd October 2026.

We reserve the right to close this advert early if sufficient applications are received.

Here at Walsall, we want to attract the best talent. That's why - as well as a satisfying and rewarding job - we offer a range of attractive benefits. Working arrangements in most jobs are flexible (you may work flexitime, full or part time and job sharing is usually available) and you can expect generous holiday entitlements, a first class pension scheme and plenty of opportunities for training and personal development.
We advertise vacancies because we want the best talent available. If that's you, we're waiting for your application.
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Part of the Black Country, famous for its enterprising and industrial past, Walsall is reinventing itself to become a progressive modern community. The borough is centred around the major town of Walsall, but also includes five smaller and distinctive district centres (Bloxwich, Aldridge, Willenhall, Darlaston and Brownhills), together with numerous villages.
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