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.


  • 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.


  • Supporting customers using Hubs & Libraries to resolve advice enquiries, provide customer focused delivery of Hub & Library services and information provision.