We are looking for highly motivated individuals to join our Customer Hub within Neighbourhood Delivery Service.
This is an excellent opportunity for an individual who is committed to delivering excellent customer services in a demanding environment and enjoys a challenge.
You will be part of a successful service team that will deliver our One Front Door approach and principles to ensure that customers receive a consistent level of service, regardless of when and how they interact with us.
You will be expected to give thousands of customers a great customer experience, adding value by successfully delivering the right outcomes, promoting digital channels, as well as providing exceptional advice and guidance to put customers first. As the first point of contact for the Council, your goal is to provide customers with the best advice, handling their enquiries and requests in a genuine, discrete and professional manner.
This will be done in the main as face to face transactions at the Council’s Hub Service Centres (Castle House, Newcastle, Kidsgrove, Knutton Depot and The Brampton Museum).
You will also deal with telephone enquiries, using the Council’s Customer Relationship Management system.
There is an opportunity for flexible working hours subject to continuity of service being maintained. If you are able to bring initiative, creativity and practical solutions to the challenges we face, then we would be delighted to hear from you.
Requirements
- You should have a minimum of three GCSEs grade C or above (or equivalent) including Maths and English and ideally,
- You will also be qualified to NVQ Level 2 in Customer Services, or have demonstrable experience in Customer Services.
- You should also be experienced in using a Customer Relations Management system (preferably Jadu).
- You should be willing to take on new challenges and learn a variety of diverse and demanding service areas.
- Customer Hub Assistants will be expected to work at different locations on a rota basis; hours of work will mainly be 8am to 5pm and include some Saturday and Sundays.
Our People Offer
We reward our people with a competitive range of benefits including; access to the local government pension scheme, minimum 24 days annual leave plus 5 extra days after 5 years’ service, flexible working options and family‑friendly policies, local and national high street discounts, free car parking, wellbeing support including £12.50 per month Jubilee2 membership, green travel scheme including cycle to work and electric car salary sacrifice, free employee 24‑hour employee assistance and counselling services, flu vaccination service and health checks plus development and training opportunities.
Employment Law
We are committed to making our recruitment process as accessible as possible for everyone. This includes making adjustments or changes for disabled people, neurodiverse people or people with long‑term health conditions. If you would like us to do anything differently during the interview or assessment process, please contact our People team (humanresources@newcastle‑staffs.gov.uk).
Newcastle‑under‑Lyme Borough Council is committed to the employment and career development of disabled people, armed forces and care leavers. As such we offer an interview guarantee scheme where you meet the minimum criteria for the role. By minimum criteria we mean you must provide us with evidence in your application and supporting information which demonstrates that you generally meet the level of skills and experience defined in the person specification and as indicated by the Disability Confident symbol.
Contact
Contact Julie Moran, Customer Hub Lead on (01782) 717717.
Closing date: 5pm on Sunday 7 June 2026.
Should we receive a large number of applications, then this post could close sooner than the date stated.
Shortlisted applicants will be contacted within two weeks of the closing date.
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