Housing & Benefits Advisor - Advice Line

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

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