Customer Hub, Neighbourhood Delivery Service
Full Time: 37 hours per week
Grade 6: £28,598 to £31,022 per annum
Contract: permanent
Location: Castle House, Newcastle-under-Lyme
Make a difference to every customer, every day
Are you passionate about delivering excellent customer service and making a real impact in your community? Do you have experience with Council Tax, Business Rates, Housing Benefits or DWP related benefits? However, this is not essential, please read on, we’d love to hear from you.
We’re looking for a motivated and customer‑focused individual to join our Customer Hub team, supporting our One Front Door approach—ensuring every customer receives a seamless, high‑quality service, no matter how they contact us.
About the role
As a Customer Hub Officer, you’ll be at the heart of our customer service delivery, handling a wide range of enquiries across multiple channels. From resolving complex cases to guiding customers towards digital solutions, no two days will be the same.
You will:
- Handle a high volume of customer enquiries across phone, digital, and face‑to‑face channels
- Provide accurate, timely advice across a broad range of council services
- Resolve issues efficiently, delivering the right outcome the first time
- Support customers in using online and self‑service options
- Contribute to a consistent, high‑quality customer experience
What we’re looking for
- Experience in customer service, particularly in Council Tax, Business Rates or Benefits knowledge, or working with the public
- Confidence to handle a variety of enquiries and adapt quickly
- Proactive, solution‑focused and enjoys problem‑solving
- Clear and professional communication skills
- Enthusiasm for learning new systems and service areas
Desirable (but not essential)
- Council Tax, Business Rates, Housing Benefits or DWP benefits knowledge
- Services such as Recycling and Waste, Planning, Licensing, or Environmental Services
- Systems such as Northgate Revenues and Benefits, Dynamics CRM, or Information @Work
This is a fantastic opportunity to develop your skills within a supportive and forward‑thinking team. We are committed to continuous improvement, innovation, and putting customers first.
We offer:
- Membership of the Local Government Pension Scheme
- Generous annual leave entitlement
- Ongoing training and development opportunities
What you’ll bring
You will ideally (but not essentially) be educated to NVQ Level 3/A Level standard or equivalent experience, with a willingness to embrace new challenges and learn across a diverse range of services.
If you’re adaptable, creative, and committed to delivering excellent customer service, we want to hear from you.
Interview date
22 July 2026
While we value diverse backgrounds and experiences, we are unable to provide visa sponsorship. Applicants must be able to prove they have the Right to Work in the U.K.
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.
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