Overview
Position Title: HUB OFFICER
Company: City Of Cardiff
Location: Cardiff, Wales, UK
Job Description:
To advise 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.
Responsibilities:
- 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 & provide an informative customer focused Library service.
- To encourage financial and digital inclusion by providing practical assistance and advice.
- 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 act as a customer advocate taking ownership of enquiries and ensuring complaints are resolved at the earliest opportunity.
- To arrange appointments for customers as required.
- To play an active part in the Hubs/Libraries ensuring that good communication is maintained within the team, providing cover for other officers, contributing to the work of the team as a whole, and changing location at short notice as required.
- To scan and index documents and to respond to customer letters as required.
- To carry out any general office duties as reasonably required including maintaining all necessary records and providing monitoring information as required.
- To actively support the development of current and emerging technology.
Requirements:
- Supporting customers using Hubs & Libraries to resolve advice enquiries, provide customer focused delivery of Hub & Library services and information provision.