Customer Hub Assistant
- newcastle under lyme, england, United Kingdom
Job Description
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.
Why work for us?
Newcastle-under-Lyme is a borough with big ambitions. We’ve already started our transformation, however, we still need to find better ways of doing things because we are determined to do the very best we can for our communities.
If our vision is to be the best, then we need the best people working for us. Our people are at the heart of what we do and have the freedom to innovate, grow and develop. We recruit people who share our vision and values ; people who have the drive to deliver our ambitious Council plan.
Our historic Borough is a place of marked contrasts. We are the home of a world class University at Keele, a leading light known internationally for its research and sustainability record, which stands side by side with former mining communities including some which register amongst the most deprived areas in the country. Our Borough is also a mixture of urban centres, affected by some of the same social issues facing our neighbouring city, Stoke-on-Trent, but also outstanding rural landscapes in our less populated villages. Our plans and priorities aim to address the needs of all our communities.
Our People Offer
We reward our people with a competitive range of benefits including; access to the local government pension scheme, minimum 24days annual leave plus5 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.
Contact
If you would like to discuss this opportunity, please contact Julie Moran,Customer Hub Lead on
5pm on Sunday23 August 2026
Should we receive a large number of applications, then this post could close sooner than the date stated.
Shortlistedapplicants will be contacted within two weeks of the closing date.
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 ( )
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.
Need help completing the online application form?
Our application form has recently been updated to make it easier to apply, please be aware that you are not able to save your application part way through so please ensure you have all information to hand;
- Make a note of the details of the post you are applying for.
- Read through the job description and person specification.
- Review our values and behaviours.
- Ensure that you have relevant job application information to hand i.e. employment details, qualifications and training, professional memberships (if applicable) and the details of two referees.
- If you have a CV you can cut and paste information easily into the form.
- The supporting information section of the application is your opportunity to share with us your key achievements and highlight any relevant experience. We’d like you to tell us; who you are, your values and strengths, why you feel you are suitable for the role and finally, your career goals.
- We’d suggest typing your supporting information firstly to a Word document and then copy and paste to the supporting information section of the online application. This way you won’t lose valuable information if the page times out.
- At the end of the form you can choose to save a copy of your application, we advise doing this.
- If you are interested in more than one role, you will need to submit a separate form for each job.