Cardiff Council takes pride in supporting those customers who find themselves homeless, threatened with homelessness or those looking for housing advice. The housing advice line is the first point of contact most customers have with the service.
About the job
The Advice Line Supervisor will be responsible for:
* Ensuring a professional, high quality and consistent face to face, telephone and webchat service is provided to homeless clients.
* Ensuring that homeless advice given at Cardiff Council hubs and partner organisations is consistent and up to date.
* Ensuring that homeless advice officers are up to date with advice about a range of services including Housing Benefit, Council Tax, Welfare Benefit and Reform, Housing Enquiries and Homeless prevention resolving enquiries at the first point of contact wherever possible.
* Monitoring and recording enquiries using the telephone system.
* Ensuring that targets are set and met to reduce customer waiting times and ensure that unanswered calls are monitored and reduced.
* Ensuring that information and literature is up to date and available to partners. To ensure information held on the internet is up to date and relevant.
Although you will be provided with a base, you will be required to work from various locations in accordance with the needs of the role.
What We Are Looking For From You
The successful candidate will have a high standard of knowledge of the topics involved in Housing and Homelessness support.
As well as this, and to ensure smooth running of this varied service, the successful candidate will have knowledge and experience of recruitment and all aspects of HR responsibilities that are associated with line managing a team.
The role will also include recording statistics and reporting back to the Advice Manager with information of any variations of the service which impact service delivery.
Additional information
This post is temporary until 31/03/2026.
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 post is suitable for post share.
This post is subject to an Enhanced Disclosure and Barring Service check.
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.
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:-
Job Category Housing
Department Customer Services
Working Pattern/Contract Type Full Time Temporary
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