We are working closely alongside a Local Authority in Newcastle-Under-Lyme to assist with the appointment of a Customer Hub Officer, on a 5-month contract, highly likely to be extended at clients discretion. Please apply with your CV for immediate consideration.
Rate of Pay: £14.56 - £18.43 per hour
Summary:
The Customer Hub Officer will be the first point of contact for residents accessing council services. Working within Newcastle-under-Lymes One Front Door model, the officer will provide high-quality customer service across a range of council functions, ensuring customers receive accurate information, timely advice, and effective case resolution. The role requires handling enquiries across multiple service areas, promoting self-service and digital channels where appropriate, and ensuring an excellent customer experience.
Responsibilities:
* Respond to enquiries across all council service areas, providing accurate advice and guidance.
* Complete rules-based tasks across multiple services (including council tax, benefits, housing advice, waste, business rates, debt recovery, and others).
* Manage moderately complex cases in one service area, requiring deeper functional knowledge.
* Set up and hand over cases to specialist teams when issues cannot be resolved at first contact.
* Accurately update customer records and council systems in line with data protection principles.
Requirements:
* Proven experience in a customer-facing role, ideally within local government, housing, or public services.
* Strong communication and interpersonal skills, with the ability to deal effectively with a wide range of customers, including vulnerable individuals.
* Good problem-solving skills, with the ability to resolve enquiries at first point of contact where possible.
* Competent IT skills, including ability to update customer information systems accurately.
* Ability to manage competing priorities in a busy service environment.
* Understanding of data protection and confidentiality requirements.
Please note:
* You should be available to work immediately or at a short notice.
* You should have right to work in U.K
Disclaimer: Brackenberry Ltd is acting as an Employment Business in relation to this vacancy. We are committed to equality in the workplace and is an equal opportunity employer. Unless otherwise stated all of our roles are temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.
Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary. Incase the role requires an enhanced DBS, your DBS must be either through us or be accompanied by a subscription to the DBS updating service.
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