Customer Hub Assistant
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.
In this role, 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.
