Overview
Job Title: Customer Hub Officer
Reports to: Customer Hub Lead
Location: Various council sites (mainly Castle House)
Hours: 8:30am - 6:00pm
Role Purpose
To be the first point of contact for customers of the council, providing clear advice, support and excellent service. You will handle a wide range of enquiries, solve problems where possible, and make sure customers are directed to the right team when needed. You will also encourage and support customers to use digital and self-service options.
Responsibilities
* Answer and resolve customer enquiries across a range of council services, including council tax, benefits, housing, waste, and business rates.
* Manage straightforward cases directly, and pass more complex issues to specialist teams with all the correct information.
* Keep accurate and up-to-date records in the council\'s systems.
* Provide clear, helpful advice and guidance to ensure customers get the right support.
* Help customers build confidence in using online services through assisted self-service.
* Work flexibly across different council sites, including reception and call handling duties when required.
* Support colleagues in delivering a consistent, high-quality service.
General Duties
* Follow council policies, including health & safety, equal opportunities, and data protection.
* Keep your skills and knowledge up to date through training.
* Report risks or concerns to your manager.
* Undertake any other reasonable duties as required.
Person Requirements
* Strong communication and customer service skills.
* Ability to deal with a wide range of enquiries in a clear and professional manner.
* Good IT skills and accuracy when updating records.
* Flexible and adaptable to work across different sites and service areas.
* Commitment to fairness, equality, and putting customers first.
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