Job opportunity: Customer Hub Officer (Part-time)
ECR000372
Your actual salary would be £16,626 per annum
Hours
22.2 hours per week
Contract
Permanent
Location
Castle House, Newcastle-under-Lyme
About the job
We are looking for a highly motivated individual to join our Customer Hub team to deliver our One Front Door approach and principles, providing a high standard of customer service for all customers of the council, regardless of the channel they use to interact with us.
Dealing with thousands of customers, we expect a great customer experience, adding value by successfully delivering the right outcomes. Customer interactions will cover a wide range of council services and the postholder will have the skills and knowledge required to provide the correct and timely advice to resolve queries quickly and manage cases efficiently. You will be part of a Hub team dealing with daily customer enquiries via different channels ensuring the delivery of our One Front Door approach and principles.
If you have experience or knowledge of Council Tax, Benefits, Business Rates, Housing Advice, Waste, Operational Services, Planning, Environmental Services, Licensing and our information systems to support you in delivering this, such as Northgate Revenues & Benefits, Jadu CRM system and Information @work, this would be an advantage but not essential.
This is an excellent opportunity for an individual who is committed to delivering excellent customer services in a demanding environment, enjoys a challenge and has the ability to find streamlined ICT/Digital solutions.
Requirements
* A minimum of three GCSEs grade 4 or above (or equivalent) including Maths and English.
* Educated to NVQ level 3/A Level standard or have significant experience in Customer Services.
* Experience in using a Customer Relations Management system (preferably Jadu but training will be given).
* You should be willing to take on new challenges and learn a variety of diverse and demanding service areas.
* Please see Person Specification for a full list.
Why work for us?
Newcastle-under-Lyme is a borough with big ambitions. We’ve already started our transformation, however, we still need to find better ways of doing things because we are determined to do the very best we can for our communities.
If our vision is to be the best, then we need the best people working for us. Our people are at the heart of what we do and have the freedom to innovate, grow and develop. We recruit people who share our vision and values; people who have the drive to deliver our ambitious Council plan.
Our historic Borough is a place of marked contrasts. We are the home of a world class University at Keele, a leading light known internationally for its research and sustainability record, which stands side by side with former mining communities including some which register amongst the most deprived areas in the country.
Our Borough is also a mixture of urban centres, affected by some of the same social issues facing our neighbouring city, Stoke-on-Trent, but also outstanding rural landscapes in our less populated villages.
Our plans and priorities aim to address the needs of all our communities.
Our People Offer
We reward our people with a competitive range of benefits including; access to the local government pension scheme, minimum 24 days annual leave plus 5 extra days after 5 years' service, flexible working options and family friendly policies, local and national high street discounts, free car parking, green travel scheme including cycle to work and electric car salary sacrifice, free employee 24 hour assistance and counselling services, flu vaccination service and health checks plus development and training opportunities.
Contact
Please contact Julie Moran, Customer Hub Lead on (01782) 717717, if you would like to discuss this opportunity further.
5pm on Monday 14 April 2025.
Should we receive a large number of applications, then this post could close sooner than the date stated.
Shortlisted applicants will be contacted within two weeks of the closing date.
Interview date
Wednesday 23 April 2025 and Thursday 24 April 2025.
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 (humanresources@newcastle-staffs.gov.uk)
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