About The Service
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.
When completing your online application, you should tailor your application to the role in the Supporting Information section, stating how you meet each of the essential criteria listed on the Person Specification. You should also state how you meet any desirable criteria as we may use these to shortlist should we receive a large volume of applicants meeting all the essential criteria. The Supporting Information section of the online application form is limited to 4,000 characters – you can upload additional Supporting Information but please do not submit a CV as this is unlikely to provide the information needed. Please read the guidance on how to apply and visit .
To find out more about our organisation to support your application, or potential future interview, you may find it helpful to find out a little more about the wider role of the Council by following us on Twitter, Facebook, Instagram, subscribe to our YouTube Channel, or by visiting our website www.cardiff.gov.uk
We welcome applications in both English and Welsh. Applications received in Welsh will not be treated less favourably than English applications.
If you need help with your application please contact our Into Work Services Team at www.intoworkcardiff.co.uk.
We understand you might use AI and other resources for your application; however, please ensure all information you provide is factually accurate, truthful, original and does not include ideas or work that is not your own.
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:-
Attachments