Customer Hub Officer

Customer Hub Officer

Pay: £14.36 per hour (negotiable depending on experience)Hours: 37 hours per week, Monday-Friday Location: Office-based at Castle House, ST5 1BL or remote working available Contract: 2 months Start Date: 01/09/2026 Interview Process: Online interviews

Opus People Solutions are recruiting on behalf of Newcastle-under-Lyme Borough Council for an experienced Customer Hub Officer 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 Officer, you will play a key role in delivering the council's One Front Door approach - ensuring every customer receives a consistent, high-quality experience.

In this role, your duties will include:

• Processing changes in business circumstances, including exemptions, discounts and rateable value changes
• Supporting and handling customer telephone enquiries
• Managing cases efficiently, ensuring accurate resolution or escalation
• 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 the service area.

All offers will be subject to satisfactory compliance screening, including right to work in the UK and references.