ADVICE OFFICER

Cyngor Caerdydd/Cardiff Council; Cardiff; Hybrid; GBP 21,000 - 24,000; Full time

Job summary

Cardiff Council is seeking a committed individual to join the Advice Line team at County Hall, Cardiff. The role involves handling housing, welfare benefits and council tax reduction queries by phone and signposting to specialist teams.

You will deliver excellent customer service, use IT systems confidently, and support first-time resolution. The post is a full-time temporary role ending 31 March 2027, with training provided and opportunities to promote digital and financial inclusion for

Qualifications

• Experience providing advice on housing, housing benefit and council tax reduction by phone.
• Good knowledge of welfare benefits and local community.
• Knowledge of Universal Credit, Housing Benefit, Council Tax and Welfare Reform Act options.

Responsibilities

• Answer customer queries over the phone and assist with basic applications.
• Signpost customers to relevant teams to resolve queries.
• Work with the Advice Line Supervisor to ensure high first-time call resolution and customer satisfaction.

Skills

Customer service

Communication skills

IT skills

Teamwork

Job description

An exciting opportunity has arisen for a committed individual with excellent customer service skills to join the Advice Line team located in County Hall. There is 1 full-time position available. The Advice Line team is the first point of contact for many council services including Money Advice, Into Work, Hubs & Libraries and Welfare Liaison.

The successful candidate will need experience providing advice on Housing, Housing Benefit and Council Tax Reduction as well as a wide range of other council services and Welsh Government schemes to customers over the phone.

About the job

The job involves working on Advice Line which is a first point of contact for Cardiff residents and signposting the customer to relevant team that can assist with the query. The successful candidate will be responsible for answering customers queries, assisting with basic applications over the phone and working closely with the Advice Line Supervisor to ensure highest levels of first-time call resolution and customer satisfaction.

What We Are Looking For From You

We are looking for an individual who is able to provide an excellent customer service, work well in a team and have a flexible approach. You will have exceptional communication and IT skills and the ability to resolve disputes in a positive and constructive manner. Full training will be provided.

You will have a good knowledge of welfare benefits and the local community. You will have knowledge of Universal Credit, Housing Benefit, Council Tax, Housing including the Welfare Reform Act and the options available to help those affected. You will actively assist in promoting digital inclusion and financial inclusion to help customers maximise their income and secure affordable housing.

Additional information

This post is temporary for 31/03/2027.

Internal candidates who wish to apply for this position on a secondment basis must obtain approval prior to application using Form SEC1 (4.C.081). Requests may only be approved by the relevant Director/ Assistant Director/ Chief Officer or senior nominated officer graded no lower than OM2 or in the case of schools based staff the Headteacher / Governing Body.

This vacancy is suitable for post share.

This post is subject to Disclosure and Barring Service Basic checks.

We welcome applications in both English and Welsh. Applications received in Welsh will not be treated less favourably than English applications.

Important information you need read in order to complete your application:-

Job Category Housing

Department Housing & Communities

Working Pattern/Contract Type Full Time Temporary