Job opportunity: Customer Hub Lead


This post is being advertised as a graded position. The starting point will be dependent on skills, qualifications and experience. 

  • Grade 8 - Senior Hub Officer (£30,151 to £32,909 per annum) 
  • Grade 9 - Assistant Hub Lead (£33,820 to £35,411 per annum) 
  • Grade 10 - Hub Lead (£36,298 to £38,296 per annum) 


37 hours per week. 



About the job 

The role is being advertised as a graded position to allow for the successful candidate to be trained and gain relevant experience in order to fulfil the position of the team leader. You will need to commit to completing a range of qualifications to develop your skill set as identified by the Customer Hub Manager. Dependent upon experience and qualifications, the successful candidate will be placed within the Grade scale listed above. 

We are looking for a highly motivated individual who is an experienced practitioner in either Revenues and/or Benefits and has strong Customer Management skills to come and work as part of our management team in our dynamic Customer Hub.  You will support the Customer Hub Manager in the day-to-day operational management of the team and delivery of our One Front Door approach and principles. 

This post offers a fantastic opportunity to drive change in an ever changing Service that includes implementing new processes and procedures whilst improving existing performance levels. 

We are looking for an individual who is committed to delivering excellent customer service in a demanding environment, enjoys a challenge and has the ability to find streamlined ICT/Digital solutions. 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.   

Key tasks will include:

  • Organise training as well as providing exceptional advice and guidance to put customers first (ensuring quality control is reflected) and consistent delivery across the Customer Hub team, ensuring staff develop skills, individual training plans are updated and we maximise grant funding
  • Organise the completion of Housing Benefit subsidy workbooks, HBAA, VEP utilising the resource within the Hub Team
  • You will also be competent to complete numerous statistical returns - DWP, Government and for third party organisations as required 
  • Organise various Council Tax reviews through to completion
  • Support all payment runs and direct debit claims
  • Be the point of contact for Human Resource in supporting all staff within the Customer Hub 
  • Respond to Data Protection & Freedom of Information requests
  • Project work, Grants and process re-engineering 
  • System support -  adding value to our current information systems, promoting digital channels
  • Policy and procedure compliance

You should be willing to take on new challenges and learn a variety of diverse and demanding service areas. If you are ambitious, customer-focussed and bursting with new ideas and you are able to bring initiative, creativity and practical solutions to the challenges we face, we want to hear from you.


Requirements for Hub Lead; 

  • A degree or equivalent in a relevant field, or extensive experience in two of the specialist areas of Revenues, Benefits, Customer Services 
  • Experience in leading and developing people
  • Experience in managing an every changing environment and implementing change across the Hub team ensuring high Service standards and compliance with regulations.
  • Understanding of local authority services and systems – in particular, NEC RBLive, Information@work, Jadu CRM

Requirements for Assistant Hub Lead; 

  • A management qualification such as CMI Level 3 or equivalent 
  • A degree/relevant qualification and/or extensive work experience in two of the specialist areas of Revenues, Benefits, Customer Services 
  • Ability to interpret legislation and implement project based tasks
  • Understanding of local authority services and systems – in particular, NEC RBLive, Information@work, Jadu CRM

Requirements for Senior Hub Officer; 

  • Educated to NVQ level 3 (or equivalent) / A Level or significant experience 
  • Specialist knowledge in Revenues, Benefits and/or Customer Services
  • Ability to support staff, ensuring the delivery of a high performing, cost effective, digital enhanced Customer Hub Service that meets the needs of our customers at first point of contact. 

Why work for us? 

Newcastle-under-Lyme is on the up!  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 23 days annual leave and 5 extra days after 5 years' service, flexible working and family friendly policies, local and national high street discounts, green travel scheme including cycle to work scheme 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


For an informal discussion about the post, please contact Rosie Bloor Customer Hub Manager on 01782 717717. 

Closing date

5pm on Wednesday 31 May 2023. 

(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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