Customer Hub Officer

Newcastle-under-Lyme, United Kingdom | Posted on 12/08/2026

Job Purpose

To provide a high-quality, customer-focused service as part of the Council’s One Front Door approach, with a particular focus on Business Rates administration and customer enquiries.

The role will be responsible for accurately processing Business Rates changes and maintaining records using NEC RBLive and the Council’s document management system, Information postholder will apply relevant Business Rates legislation and procedures to process changes in business occupancy, billing, collection, recovery, exemptions, discounts, and rateable value changes.

The successful candidate will ideally have direct experience of working with RBLive and Information@Work (Image) within a Local Government Revenues environment. Candidates with strong Council Tax experience covering similar processes may also be considered.

The role will provide accurate and timely advice to customers, resolve enquiries wherever possible, manage cases efficiently, and ensure that customers receive the right outcome at the first point of contact.

• Administer Business Rates accounts accurately and efficiently using NEC RBLive and Information@Work (Image) .
• Process changes relating to businesses moving into and out of properties, ensuring accounts and records are updated promptly.
• Process Business Rates billing, adjustments, collection, and recovery activities in accordance with relevant legislation, policies, and procedures.
• Apply and maintain Business Rates exemptions, discounts, reliefs, and other applicable reductions.
• Process and update rateable value changes and ensure relevant account information is accurate.
• Review and process information received through the Council’s document management system and update the relevant records accordingly.
• Maintain accurate customer and property records, ensuring information is verified, validated, and recorded in accordance with Data Protection requirements.
• Respond to Business Rates enquiries from customers, businesses, agents, and other stakeholders, providing clear and accurate information.
• Resolve straightforward enquiries and rules-based tasks at the first point of contact wherever possible.
• Manage moderately complex Business Rates cases requiring functional knowledge and understanding of Revenues processes.
• Identify cases that require specialist intervention and ensure they are accurately documented and referred to the appropriate service area.
• Maintain a strong working knowledge of Business Rates legislation, procedures, exemptions, discounts, billing, collection, and recovery.
• Use relevant Council systems accurately and efficiently to access, update, and retrieve information.
• Provide joined-up advice and guidance based on the customer’s wider needs.
• Promote digital channels and assisted self-service where appropriate, helping customers to access and use Council services effectively.
• Deliver a professional, courteous, and customer-focused service across all communication channels.
• Work effectively as part of a resilient, multi-skilled Customer Hub team.
• Ensure all work is completed accurately, efficiently, and within required timescales.
• Maintain confidentiality and comply with Data Protection, information security, and Council policies.
• Undertake other appropriate duties within the scope of the role as directed by management.

• Experience of working with NEC RBLive and Information@Work (Image).
• Previous experience within a Local Government Revenues or Customer Services environment.
• Strong practical knowledge of Business Rates administration and processes.
• Experience processing business moves in and out, billing, collection, and recovery of Business Rates debt.
• Experience applying Business Rates exemptions, discounts, reliefs, and rateable value changes.
• Good understanding of relevant Business Rates legislation and Council procedures.
• Accurate data entry and strong attention to detail.
• Ability to use multiple computer systems and accurately update customer and back-office records.
• Ability to investigate and resolve customer enquiries and manage cases through…