Job opportunity: Customer Hub Assistant

Directorate / Service

This vacancy is within the Neighbourhood Delivery service / Customer Hub. 


Grade 4 - £21,575 to £21,968 per annum, pro rata. 

Enhanced pay rates apply to weekend working.




21.7 hours per week (part time). 

Hours of work will vary from 6am to 10pm and will include some Saturday and Sundays.

About the job

This is an excellent opportunity for an individual who is committed to delivering excellent customer services in a demanding environment and enjoys a challenge.  You will be part of a successful service team, that will deliver our One Front Door approach and principles to ensure that customers receive a consistent level of service, regardless of when and how they interact with us. You will be expected to give thousands of customers a great customer experience, adding value by successfully delivering the right outcomes, promoting digital channels, as well as providing exceptional advice and guidance to put customers first. 

As the first point of contact for the Council, your goal is to provide customers with the best advice, handling their enquiries and requests in a genuine, discrete and professional manner.  This will be done in the main as face to face transactions at the Council’s Hub Service Centres (Castle House, Newcastle, Kidsgrove, Knutton Depot, The Museum and Jubilee 2 Leisure Centre). You will also deal with telephone enquiries, using the Council’s Customer Relationship Management system.

Customer Hub Assistants will be expected to work at different locations on a rota basis, hours of work will vary from 6am to 10pm and include some Saturday and Sundays. 

If you are able to bring initiative, creativity and practical solutions to the challenges we face, then we would be delighted to hear from you.


  • A minimum of three GCSEs grade 4 or above (or equivalent) including Maths and English
  • Ideally, you will also be qualified to NVQ Level 2 in Customer Services, or have demonstrable 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 new skills in relation to our range of service areas


Please contact Julie Moran, Customer Hub Lead on (01782) 717717, if you would like to discuss this opportunity further. 

Closing date

5pm on Wednesday 7 December 2022. 

Should we receive a large number of applications, then this post could close sooner than the date stated.

Supporting documents and information 

Download the job description and person specification.

Newcastle Borough Council is 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 ( 

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