Job Details
Title: Triage Adviser – Shelter Cymru Live
Location: Flexible
Contract: FXTM until February 2027
Hours: 21 per week
Salary: £24,843 per annum (pro rata) £14,906 per annum
Closing date: 10am – 22 May 2026
Job Introduction
We have an exciting opportunity to be part of a team who provide a National Housing Advice Service through a mixture of phone, web-chat, email advice and online advice services. As a member of our Triage team you will be tasked with answering telephone calls on our helpline, and signposting the client to the most appropriate team or service for advice.
Shelter Cymru are working with staff to offer a form of hybrid working, we are currently asking staff to attend the office one day a week minimum. Employees are provided with an office base but this role can be based at any of our offices across Wales.
Responsibilities
* Answer telephone calls on our helpline and signpost the client to the most appropriate team or service for advice.
Benefits
* 29 days annual leave plus 2 Shelter Cymru days and public holidays (pro-rata for part‑time staff and those joining part‑way through the year).
* 3 paid wellbeing days (pro‑rata for part‑time staff).
* Paid carers and compassionate leave.
* Hybrid working – minimum of one day per week in the office; offices across Wales (Cardiff, Swansea, Rhyl, Felinheli and Wrexham).
* Workplace counselling – frontline workers have access to bi‑monthly peer support and reflective practice groups, facilitated by a counsellor, and 121 counselling sessions.
* Employee Assistance Programme – online resources, counselling, legal & financial support and referral services.
* Contributory pension scheme – employer contribution 4% and 5% employee contribution.
* Non‑contributory group life assurance scheme (up to two times annual salary).
* Enhanced maternity, paternity, shared parental and adoption pay.
* Enhanced sick pay scheme.
* Contribution to Christmas party.
* Access to the Blue Light Scheme via Blue Light Card Homelessness discounts.
* Access to Charity worker discounts via https://www.charityworkerdiscounts.com/.
Equal Opportunities Statement
Shelter Cymru recruits based on merit and wants a workforce that reflects the diversity of individuals in housing need. We particularly welcome applications from Black, Asian and Minority Ethnic people who are currently under‑represented within our workforce.
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