Customer Change Agent (fixed term for 2 years) - Ref: EE09726

Grade: G10; Salary Range: £48,738 - £51,928

The Metropolitan Borough of Walsall is an historic area located within the West Midlands. Walsall Council is offering an exciting opportunity to join our award-winning Benefits service where staff are Pursuing Excellence to provide an exceptional customer experience. Demonstrating respect, honesty and accountability you will embody our core values and drive excellence for our residents and communities.

Are you motivated by the opportunity to improve outcomes for residents across Walsall? Do you want to play a key role in strengthening resilience provision and financial inclusion activity? If you are organised, analytical and passionate about improving services for people experiencing financial hardship, we invite you to apply for the role of Customer Change Agent.

We are looking for a proactive and committed Customer Change Agent to support Walsall Council’s delivery of the Crisis and Resilience Fund, with a particular focus on leading, coordinating and monitoring resilience-funded provisions and financial inclusion activity. This is an opportunity to work closely with voluntary organisations and partners to expand local provision, monitor demand and ensure support is targeted, effective, evidence-led and aligned to the needs of residents and communities across Walsall.

Post will be 2 year fixed term contract

Main Purpose:

As Customer Change Agent, you will support the successful delivery, monitoring and continuous improvement of resilience provisions funded through the Crisis and Resilience Fund. You will work with internal services, voluntary organisations, voluntary and community sector partners and commissioned providers to expand provision, monitor demand and ensure activity is delivered in line with agreed outcomes, performance measures and reporting requirements. You will also help strengthen financial inclusion support by using data, resident feedback and partnership insight to identify gaps, improve access and support residents to build longer-term resilience across Walsall.

Key Responsibilities:

• Lead and Coordinate Resilience Provision: Support the planning, delivery and monitoring of Crisis and Resilience Fund resilience activity, working with voluntary organisations and partners to expand provision, respond to local demand and support residents facing financial hardship.
• Monitor Demand, Performance and Outcomes: Collect, review and analyse management information, demand levels, key performance indicators and outcome data to evidence impact, identify trends and support effective decision-making.
• Strengthen Financial Inclusion: Work across services and with partners to improve access to advice, support and signposting that helps residents maximise income, manage debt, access essential support and reduce repeat crisis.
• Support Grant and Provider Management: Liaise with funded organisations and delivery partners to ensure activity is delivered in line with grant agreements, service expectations, reporting requirements and agreed milestones.
• Drive Continuous Improvement: Use data, customer insight and partnership feedback to identify opportunities to improve provision, reduce duplication, address gaps and ensure value for money.
• Build Effective Partnerships: Develop positive working relationships with council teams, voluntary organisations, voluntary and community sector partners, advice providers and other stakeholders to strengthen resilience support and improve joined-up delivery for residents across Walsall.

About You:

• Resident-Focused: You understand the impact of financial hardship and are committed to improving support for residents who may be experiencing crisis, poverty, debt or wider vulnerability.
• Organised and Analytical: You can manage competing priorities, interpret data, monitor performance and translate information into clear action and improvement.
• Confident Communicator: You can engage effectively with colleagues, partners and funded organisations, presenting information clearly and professionally.
• Outcome-Driven: You are focused on delivering measurable impact, improving resident outcomes and ensuring provision is evidence-led and value for money.
• Collaborative: You can work across teams and with external partners to support effective, coordinated and inclusive delivery.

What We Can Offer:

• Meaningful Work: The opportunity to support activity that helps residents experiencing financial hardship access timely, practical and preventative support.
• Professional Development: Access to learning and development opportunities linked to project delivery, performance monitoring, financial inclusion and partnership working.
• Supportive Culture: Join a service committed to inclusion, collaboration, continuous improvement and making a positive difference for residents.
• Flexibility: Hybrid working with core hours from Monday to Thursday, 8:45am–5:15pm, and Friday, 8:45am–4:45pm. Occasional work outside these hours may be required.

If you are ready to help shape and monitor services that support residents in crisis and strengthen financial resilience across Walsall, we want to hear from you. Join us and play an important role in delivering effective, evidence-based support for local communities.

View: Job Description and Employee Specification

Closing date: 8th October 2026

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.

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.

Key Responsibilities:

• Lead and Coordinate Resilience Provision: Support the planning, delivery and monitoring of Crisis and Resilience Fund resilience activity, working with voluntary organisations and partners to expand provision, respond to local demand and support residents facing financial hardship.
• Monitor Demand, Performance and Outcomes: Collect, review and analyse management information, demand levels, key performance indicators and outcome data to evidence impact, identify trends and support effective decision-making.
• Strengthen Financial Inclusion: Work across services and with partners to improve access to advice, support and signposting that helps residents maximise income, manage debt, access essential support and reduce repeat crisis.
• Support Grant and Provider Management: Liaise with funded organisations and delivery partners to ensure activity is delivered in line with grant agreements, service expectations, reporting requirements and agreed milestones.
• Drive Continuous Improvement: Use data, customer insight and partnership feedback to identify opportunities to improve provision, reduce duplication, address gaps and ensure value for money.
• Build Effective Partnerships: Develop positive working relationships with council teams, voluntary organisations, voluntary and community sector partners, advice providers and other stakeholders to strengthen resilience support and improve joined-up delivery for residents across Walsall.

Educated to degree level or has equivalent experience in overseeing collection and analysis of data to help inform transformational change (gained within a housing benefit, housing, council tax, business rates or welfare rights service)

Has an understanding of customer demand and how services should align to customer demand