At a Glance
- Tasks: Deliver top-notch customer service and handle diverse enquiries every day.
- Company: Join Newcastle-under-Lyme Borough Council, a community-focused organisation.
- Benefits: Enjoy generous leave, pension scheme, and ongoing training opportunities.
- Other info: Supportive team environment with a commitment to diversity and inclusion.
- Why this job: Make a real impact in your community while developing valuable skills.
- Qualifications: Customer service experience preferred; enthusiasm for learning is key.
The predicted salary is between 31022 - 31022 £ per year.
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:
- 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.
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.
Contact Details:
Newcastle Under Lyme Borough Council Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Hub Officer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Newcastle Under Lyme Borough Council. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Newcastle Under Lyme Borough Council before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Hub Officer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Newcastle Under Lyme Borough Council:Your cover letter is your chance to shine! Tell us why you want to work at Newcastle Under Lyme Borough Council specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Newcastle Under Lyme Borough Council!
How to prepare for a job interview at Newcastle Under Lyme Borough Council
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
