Customer Hub Officer in Basford, Stoke-on-Trent

Location: Newcastle-under-Lyme (ST5) or Remote Pay: £12.85 per hour (PAYE) Hours: 37 hours per week, Monday to Friday Contract: 6 July 2026 – 6 September 2026 Lynx Employment Services are recruiting on behalf of our client for an experienced Customer Hub Officer to support the delivery of high-quality customer services within a busy local authority environment. This role is ideal for someone with previous Council Tax and Benefits experience using NEC RBLive and the NEC Image Document Management System, who enjoys providing excellent customer service and working accurately in a fast-paced environment. ### The Role You will be responsible for processing customer requests and providing support across a range of council services, ensuring residents receive an efficient, professional and customer-focused service. Key duties include: Processing changes in household circumstances Administering council tax exemptions, discounts and payment arrangements Handling customer enquiries by telephone and other communication channels Managing cases using NEC RBLive and NEC Image Maintaining accurate customer records and updating council systems Providing advice and guidance across multiple council services Escalating more complex cases to specialist teams where appropriate Promoting digital services and supporting customers with self-service options Delivering a high standard of customer service in line with the Council's One Front Door approach ### Essential Requirements Previous experience using NEC RBLive Previous experience using NEC Image Document Management System Experience processing Council Tax accounts, discounts, exemptions and payment plans Previous customer service experience within a local authority or similar environment Excellent communication and telephone skills Strong IT and administrative skills Ability to work accurately with a high level of attention to detail Able to manage a varied workload and remain calm under pressure ### Desirable Experience working with Housing Benefits or Business Rates Knowledge of wider local authority services Experience promoting digital and self-service channels ### What We're Looking For The successful candidate will be customer focused, organised and adaptable, with the ability to resolve enquiries efficiently while maintaining excellent standards of accuracy and professionalism. The council is looking for someone who can work confidently across multiple service areas and contribute to delivering an outstanding customer experience. If you have the required RBLive and NEC Image experience and are available to start in July, we'd love to hear from you