Job description

Job Description

Job Title:

Customer Hub Assistant

Contract Type:

2-Month Contract

Location:

Office-Based or Remote

Working Pattern:

Full-time with rota-based shifts (including occasional weekends)

Desirable Requirement:

Previous Local Authority / Council Experience

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Job Purpose

The Customer Hub Assistant plays a crucial role in delivering a high-quality, customer-focused front-line service as part of the Council’s “One Front Door” approach. This position ensures that all customers receive a consistent and positive experience, regardless of how they access services. The role involves supporting customers at the first point of contact, providing guidance, resolving queries, and promoting self-service options where appropriate. Additionally, the post holder will provide administrative support and ensure efficient service delivery across multiple customer access channels. This is a fast-paced, customer-facing role requiring excellent communication skills, attention to detail, and the ability to remain calm and professional in challenging situations.

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Key Responsibilities

Deliver front-of-house and telephone reception services for the Council
Meet and greet customers, identify their needs, and provide clear guidance and support
Direct customers to appropriate services and signpost to partner organisations
Promote and support digital and self-service channels
Handle customer enquiries in a professional, calm, and efficient manner
Carry out administrative duties including post handling, document scanning, and data entry
Support customers to access external services such as housing, social care, and partner agencies
Maintain accurate records and ensure data is processed in line with data protection requirements
Work flexibly across service requirements as needed
Support continuous improvement by identifying opportunities to enhance customer experience

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Experience Required

Experience working in a customer-facing environment
Proven ability to deliver excellent customer service
Experience working in a fast-paced environment with competing demands
Ability to learn new systems quickly and follow processes accurately
Experience handling difficult or sensitive customer interactions calmly and professionally
Experience maintaining accurate records with strong attention to detail
Previous experience within a local authority or public sector environment (desirable)

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Qualifications & Skills

Good standard of education (e.g. GCSEs or equivalent experience)
Excellent communication and interpersonal skills
Strong organisational and time management abilities
Ability to prioritise workload and meet deadlines
Proficiency in Microsoft Office and IT systems
Strong problem-solving abilities and customer-focused approach
Awareness of health and safety procedures
Knowledge of local authority services (desirable)

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Personal Attributes

Calm, professional, and customer-focused approach
Able to work effectively under pressure in a busy environment
Proactive, positive, and adaptable mindset
Strong team player with the ability to build effective relationships
Committed to equality, diversity, and inclusion
High level of integrity, professionalism, and accountability

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Additional Information

Pay Frequency: Bi-weekly
Fast-paced, high-volume customer service environment

Customer Hub Officer