At a Glance
- Tasks: Assist customers with inquiries and manage cases across various council services.
- Company: Join Newcastle-under-Lyme Borough Council, a respected local authority.
- Benefits: Competitive pay, flexible working options, and valuable experience.
- Other info: Fast-paced environment with opportunities for growth and learning.
- Why this job: Make a real difference in your community while developing essential skills.
- Qualifications: Experience in customer service and familiarity with NEC systems required.
The predicted salary is between 12.85 - 12.85 £ per hour.
Pay: £12.85 per hour PAYE / £16.23 per hour Umbrella
Hours: 37 hours per week, Monday-Friday
Location: Office-based at Castle House, ST5 1BL or remote working available
Contract: 2 months
Start Date: ASAP
Interview Process: Online interviews
Opus People Solutions are recruiting on behalf of Newcastle-under-Lyme Borough Council for an experienced Customer Hub Assistant to join their busy Customer Services team. This role will suit someone who thrives in a fast-paced environment, is highly organised, and is confident working independently to deliver excellent customer service across a range of council services.
As a Customer Hub Assistant, you will play a key role in delivering the council's One Front Door approach - ensuring every customer receives a consistent, high-quality experience.
Your duties will include:
- Processing changes in household circumstances, including exemptions, discounts and payment plans
- Supporting and handling customer telephone enquiries
- Managing cases efficiently, ensuring accurate resolution or escalation
- Working across multiple service areas such as council tax, benefits and housing
- Accurately updating NEC systems including RBLive and Image (document management system)
- Setting up cases with all required information for specialist teams
- Promoting self-service options and digital engagement
- Ensuring all customer records are updated in line with data protection requirements
You will be part of a multi-skilled team, delivering efficient and joined-up services that place customer needs at the centre of everything you do.
About the role:
This is a busy operational position where you will be expected to hit the ground running with minimal mentoring. While a full job description and person specification is available, the role is focused on hands-on processing and customer interaction, requiring strong system knowledge and confidence working at pace.
We're looking for someone who is:
- Experienced in a customer-facing or contact centre environment
- Confident working independently with minimal supervision
- Able to manage a high volume of work accurately and efficiently
- Highly organised with excellent attention to detail
- A strong communicator, both written and verbal
- Calm and professional under pressure
Essential Requirements:
- Proven experience using NEC RBLive and NEC Image systems
Why Join?
This is a fantastic opportunity to gain valuable experience within a respected local authority, supporting vital services that make a real difference to the community. You'll join a supportive team environment while building your knowledge across multiple council service areas.
Business Support & Administration Customer Hub Officer Newcastle-under-Lyme, Staffordshire Up t[...] employer: Opus People Solutions
Newcastle-under-Lyme Borough Council is an excellent employer that offers a supportive and dynamic work environment for the role of Customer Hub Assistant. With opportunities for professional growth and development, employees are encouraged to thrive in a fast-paced setting while making a meaningful impact on the community. The council's commitment to delivering high-quality services ensures that staff feel valued and engaged, making it a rewarding place to work.
StudySmarter Expert Advice🤫
We think this is how you could land Business Support & Administration Customer Hub Officer Newcastle-under-Lyme, Staffordshire Up t[...]
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Opus People Solutions.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Opus People Solutions. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Business Support & Administration Customer Hub Officer Newcastle-under-Lyme, Staffordshire Up t[...]
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Opus People Solutions.
How to prepare for a job interview at Opus People Solutions
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Opus People Solutions's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Opus People Solutions offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
