HUB OFFICER

Cardiff Council is a local government organisation, responsible for delivering over 700 different services to our citizens, visitors, and businesses across Cardiff. It is important to us that our workforce reflects the values of our organisation, to better serve our communities. Our Community hubs offer candidates an exceptional opportunity to join us in one of our thriving teams.

An exciting opportunity has arisen for a committed individual, with excellent customer service skills to join our Hubs Team.

Our team supports customers who make use of our Hubs & Libraries to resolve advice enquiries. We pride ourselves on providing a customer focused delivery of Hub & Library services and information provision.

This role requires the provision of professional, high quality advice on Housing Benefit, Council Tax, Welfare Benefit, Money Advice, Welfare Reform, Housing Enquiries, Homeless prevention and a wide range of general Council services, resolving enquiries at the first point of contact wherever possible.

The successful candidate will assist in the delivery of a full Library service, participate in the delivery of Hub/Library events and work collaboratively with various partner organisations to provide a holistic service.

• To resolve enquiries wherever possible at first customer contact. Where this is not possible, refer to other officers, or sections following agreed referral processes.
• To provide a professional advice service, by telephone or face to face, covering all aspects of Housing Benefit, Council Tax, Welfare Benefit, Welfare Reform, Money Advice, Housing Enquiries, Homeless prevention and a wide range of general Council services.
• To encourage new Library members and provide an informative customer focused Library service.
• To encourage financial and digital inclusion by providing practical assistance and advice.
• To arrange appointments for customers as required and to act as a customer advocate, taking ownership of enquiries and ensuring complaints are resolved at the earliest opportunity.
• To play an active part in the Hubs/Libraries ensuring that good communication is maintained within the team and to contribute to the work of the team as a whole.
• To provide cover for other Officers, and to change location at short notice, when necessary.

This post is temporary until 31/03/2027.

Subject to a Disclosure and Barring Service Basic check.

The ability to speak other languages, in particular Welsh would be an advantage.