Customer Service Advisors

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.
• You will have experience of working in a customer-facing environment and a passion for helping people access the support they need.
• The ability to work flexibly across Family Hub locations if required.

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.

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.

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.

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