Job opportunity: Customer Hub Assistant

Vacancy reference 



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

Enhanced pay rates apply to weekend working.


37 hours per week. 

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.


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

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 employee assistance and counselling services, flu vaccination service and health checks plus development and training opportunities.

View our full people offer and 'working for us' video here

Closing date

5pm on Sunday 24 September 2023. 

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. 

Supporting documents and information 

Download the job description and person specification

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 ( 

Need help completing the online application form? 

Our website is designed to keep your data safe and each page is set to auto timeout after 15 minutes.  Please bear this in mind when completing your online application form and follow the steps below before starting your application; 

  • Make a note of the vacancy reference. 
  • Read through the job description and person specification. 
  • Review our values and behaviours. 
  • Ensure that you have relevant job application information to hand i.e. employment details, qualifications and training, professional memberships (if applicable) and the details of two referees. 
  • The supporting information section of the application is your opportunity to share with us your key achievements and highlight any relevant experience.   We’d like you to tell us;  who you are, your values and strengths, why you feel you are suitable for the role and finally, your career goals.  
  • We’d suggest typing your supporting information firstly to a Word document and then copy and paste to the supporting information section of the online application.  This way you won’t lose valuable information if the page times out. 

Contact our People team if you have any questions regarding the online application form or require further support ( 

Apply online