Job Information
City: Newcastle-under-Lyme
Province: Staffordshire
Postal Code: ST5
Job Title
Customer Hub Assistant
Contract Type
2-Month Contract
Location
Office-Based or Remote
Working Pattern
Full-time with rota-based shifts (including occasional weekends)
Job Purpose
The Customer Hub Assistant plays a crucial role in delivering a high‑quality, customer‑focused front‑line service as part of the Council’s “One Front Door” approach. This position ensures that all customers receive a consistent and positive experience, regardless of how they access services. The role involves supporting customers at the first point of contact, providing guidance, resolving queries, and promoting self‑service options where appropriate. Additionally, the post holder will provide administrative support and ensure efficient service delivery across multiple customer access channels. This is a fast‑paced, customer‑facing role requiring excellent communication skills, attention to detail, and the ability to remain calm and professional in challenging situations.
Key Responsibilities
- Deliver front‑of‑house and telephone reception services for the Council
- Meet and greet customers, identify their needs, and provide clear guidance and support
- Direct customers to appropriate services and signpost to partner organisations
- Promote and support digital and self‑service channels
- Handle customer enquiries in a professional, calm, and efficient manner
- Carry out administrative duties including post handling, document scanning, and data entry
- Support customers to access external services such as housing, social care, and partner agencies
- Maintain accurate records and ensure data is processed in line with data protection requirements
- Work flexibly across service requirements as needed
- Support continuous improvement by identifying opportunities to enhance customer experience
Experience Required
- Experience working in a customer‑facing environment
- Proven ability to deliver excellent customer service
- Experience working in a fast‑paced environment with competing demands
- Ability to learn new systems quickly and follow processes accurately
- Experience handling difficult or sensitive customer interactions calmly and professionally
- Experience maintaining accurate records with strong attention to detail
- Previous experience within a local authority or public sector environment (desirable)
Qualifications & Skills
- Good standard of education (e.g. GCSEs or equivalent experience)
- Excellent communication and interpersonal skills
- Strong organisational and time management abilities
- Ability to prioritise workload and meet deadlines
- Proficiency in Microsoft Office and IT systems
- Strong problem‑solving abilities and customer‑focused approach
- Awareness of health and safety procedures
- Knowledge of local authority services (desirable)
Personal Attributes
- Calm, professional, and customer‑focused approach
- Able to work effectively under pressure in a busy environment
- Proactive, positive, and adaptable mindset
- Strong team player with the ability to build effective relationshipsCommitted to equality, diversity, and inclusion
- High level of integrity, professionalism, and accountability
Additional Information
- Fast‑paced, high‑volume customer service environment
#J-18808-Ljbffr…