Customer Hub Officer

Location: Stoke-on-Trent

Location:

Newcastle-under-Lyme (ST5) or Remote
Pay: £12.85 per hour (PAYE)

Hours:

37 hours per week, Monday to Friday

Contract:

6 July 2026 – 6 September 2026

Lynx Employment Services are recruiting on behalf of our client for an experienced Customer Hub Officer to support the delivery of high-quality customer services within a busy local authority environment.
This role is ideal for someone with previous Council Tax and Benefits experience using NEC RBLive and the NEC Image Document Management System, who enjoys providing excellent customer service and working accurately in a fast-paced environment.

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The Role

You will be responsible for processing customer requests and providing support across a range of council services, ensuring residents receive an efficient, professional and customer-focused service.
Key duties include:

Processing changes in household circumstances

Administering council tax exemptions, discounts and payment arrangements

Handling customer enquiries by telephone and other communication channels

Managing cases using NEC RBLive and NEC Image

Maintaining accurate customer records and updating council systems

Providing advice and guidance across multiple council services

Escalating more complex cases to specialist teams where appropriate

Promoting digital services and supporting customers with self-service options

Delivering a high standard of customer service in line with the Council's One Front Door approach
### Essential Requirements

Previous experience using NEC RBLive
Previous experience using NEC Image Document Management System
Experience processing Council Tax accounts, discounts, exemptions and payment plans
Previous customer service experience within a local authority or similar environment
Excellent communication and telephone skills
Strong IT and administrative skills
Ability to work accurately with a high level of attention to detail
Able to manage a varied workload and remain calm under pressure
### Desirable

Experience working with Housing Benefits or Business Rates
Knowledge of wider local authority services
Experience promoting digital and self-service channels

### What We're Looking For

The successful candidate will be customer focused, organised and adaptable, with the ability to resolve enquiries efficiently while maintaining excellent standards of accuracy and professionalism. The council is looking for someone who can work confidently across multiple service areas and contribute to delivering an outstanding customer experience.

If you have the required RBLive and NEC Image experience and are available to start in July, we'd love to hear from you