Customer Hub Assistant
2-Month Contract
Office-Based or Remote
Full-time with rota-based shifts (including occasional weekends)
Previous Local Authority / Council Experience
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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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Deliver front-of-house and telephone reception services for the Council
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Meet and greet customers, identify their needs, and provide clear guidance and support
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Direct customers to appropriate services and signpost to partner organisations
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Promote and support digital and self-service channels
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Handle customer enquiries in a professional, calm, and efficient manner
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Carry out administrative duties including post handling, document scanning, and data entry
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Support customers to access external services such as housing, social care, and partner agencies
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Maintain accurate records and ensure data is processed in line with data protection requirements
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Work flexibly across service requirements as needed
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Support continuous improvement by identifying opportunities to enhance customer experience
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Experience working in a customer-facing environment
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Proven ability to deliver excellent customer service
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Experience working in a fast-paced environment with competing demands
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Ability to learn new systems quickly and follow processes accurately
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Experience handling difficult or sensitive customer interactions calmly and professionally
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Experience maintaining accurate records with strong attention to detail
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Previous experience within a local authority or public sector environment (desirable)
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Good standard of education (e.g. GCSEs or equivalent experience)
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Excellent communication and interpersonal skills
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Strong organisational and time management abilities
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Ability to prioritise workload and meet deadlines
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Proficiency in Microsoft Office and IT systems
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Strong problem-solving abilities and customer-focused approach
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Awareness of health and safety procedures
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Knowledge of local authority services (desirable)
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Calm, professional, and customer-focused approach
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Able to work effectively under pressure in a busy environment
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Proactive, positive, and adaptable mindset
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Strong team player with the ability to build effective relationships
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Committed to equality, diversity, and inclusion
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High level of integrity, professionalism, and accountability
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Pay Frequency: Bi-weekly
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Fast-paced, high-volume customer service environment
