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.

RESPONSIBILITIES

Key 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.

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 [https://go.walsall.gov.uk/jobs-and-careers-/benefits-of-working-for-us]. 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.

Living in Walsall

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.

Walsall Council is committed to Safer Recruitment. To achieve our commitment, we will ensure continuous development and improvement of robust recruitment processes and procedures that promote a culture of safeguarding amongst our workforce.

Social Work Matters - Children's Social Worker Recruitment

Some of our children require a special kind of support: yours. Visit our microsite [https://go.walsall.gov.uk/children-and-young-people/social-work-recruitment] to find out more about joining Walsall Council as a Children's Social Worker.