Job Opportunity: Customer Hub Officer (Council Tax, Business Rates)
Post reference number: ECR000607
Customer Hub Officer (Council Tax, Business Rates)
2 x full time: 37 hours per week
Grade 6: £28,598 to £31,022 per annum
Contract: permanent
Location: Castle House, Newcastle-under-Lyme
Make a difference to every customer, every day
Are you passionate about helping people and delivering excellent public services? Do you have experience in Council Tax, Business Rates, Housing Benefits or DWP-related benefits? If so, we'd love to hear from you.
We're looking for a proactive and customer-focused Customer Hub Officer to join our team. You'll play a key role in delivering an efficient and effective Revenues service, supporting residents, businesses and stakeholders with Council Tax and Business Rates enquiries.
About the role
As a Customer Hub Officer, you will manage a range of enquiries and casework relating to Council Tax and Business Rates across telephone, digital and face-to-face channels. You will help ensure accounts are administered accurately, support customers with their queries, and contribute to the collection and recovery of revenue for the Council.
Key Responsibilities
- Provide advice and support on Council Tax and Business Rates.
- Process account changes, discounts, exemptions, reliefs and refunds.
- Set up and maintain accurate customer records.
- Negotiate payment arrangements and support recovery action where appropriate.
- Investigate customer circumstances and resolve enquiries efficiently.
- Liaise with internal departments and external organisations.
- Support customers to access digital and self-service options.
- Contribute to continuous service improvement.
About You
We are looking for someone who:
- has experience in Council Tax, Business Rates, Benefits administration, or a similar role
- has strong communication and problem-solving skills
- can manage a varied workload and work accurately under pressure
- is customer-focused, adaptable and keen to learn
- works well both independently and as part of a team
Desirable
Knowledge of:
- Council Tax and Business Rates administration and recovery
- Housing Benefits or DWP benefits
- court and recovery processes
- Northgate Revenues and Benefits, Dynamics CRM or Information @ Work
Why join us?
We offer:
- flexible working (flexitime)
- Local Government Pension Scheme
- generous annual leave entitlement
- training and development opportunities
- a supportive and collaborative working environment
Interested?
For an informal discussion, please contact:
Rosie Bloor, Customer Hub Manager
Phone: 01782 717717
Closing date
5pm on 2 August 2026
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.
Interview date
12 August 2026
While we value diverse backgrounds and experiences, we are unable to provide visa sponsorship. Applicants must be able to prove they have the Right to Work in the U.K.
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 (humanresources@newcastle-staffs.gov.uk).
Newcastle-under-Lyme Borough Council is committed to the employment and career development of disabled people, armed forces and care leavers. As such we offer an interview guarantee scheme where you meet the minimum criteria for the role. By minimum criteria we mean you must provide us with evidence in your application and supporting information which demonstrates that you generally meet the level of skills and experience defined in the person specification and as indicated by the Disability Confident symbol.
Need help completing the online application form?
Our application form has recently been updated to make it easier to apply, please be aware that you are not able to save your application part way through so please ensure you have all information to hand.
- Make a note of the details of the post you are applying for.
- 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.
- If you have a CV you can cut and paste information easily into the form.
- 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.
- At the end of the form you can choose to save a copy of your application, we advise doing this.
- If you are interested in more than one role, you will need to submit a separate form for each job.
Contact our People team if you have any questions regarding the online application form or require further support (humanresources@newcastle-staffs.gov.uk)