About The Service
An exciting opportunity has arisen for a committed individual with excellent customer service skills to join the Advice Line team at the Eastmoors Conference Centre. The successful candidate will provide 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 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
The successful applicants should be able to communicate effectively and have great IT skills. You will be required to work on a rota basis to include Saturdays and weekends: shifts will be variable according to needs of the service. The location of work may vary.
This post is subject to a Basic Disclosure and Barring Service check.
This post is temporary until 31st March 2023.
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.
We welcome applications in both English and Welsh. Applications received in Welsh will not be treated less favourably than English applications.
Due to the current COVID-19 circumstances the interview process for this role will be held on a virtual basis using an appropriate online platform. If you have any concerns around your ability to participate in a virtual interview process or if you would like an informal conversation about this role prior to application, please contact Anna Frankiewicz on (029) 20 871 071.
We welcome applications in both English and Welsh. Applications received in Welsh will not be treated less favourably than English applications.
Please note the Council does not accept CV’s. When completing the supporting information section of your application, please ensure you refer to the below located on our website:
Important information you need read in order to complete your application:-
Additional Information:-
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