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Job opportunity: Customer Hub Lead
Newcastle under Lyme Borough Council
Job id 4271

West Midlands
Salary £33,782 - £35,745 Permanent

Closing Date 6th of June 2022

Job opportunity: Customer Hub Lead

This job position is within the sustainable environment and operations directorate 


Grade 10 - £33,782 to £35,745 per annum. 


37 hours per week. 



About the job 

We are looking for a highly motivated individual to lead our “Business” strand of our Customer Hub. 

This post offers a fantastic opportunity to manage a motivated team through a challenging and fast moving development phase that includes implementing new systems, and procedure alignment whilst maintaining existing performance levels. If you want to make your mark and shape the policies and procedures that will be required to support the local community, then please apply.

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.

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.

You will be expected to create numerous statistical returns, enhance and add value to our information systems ensuring delivery of the right outcomes, promoting digital channels, as well as providing exceptional advice and guidance to put customers first. 

You will provide functional leadership in the “business” core service area, ensuring that work processes, standards and compliance are maintained and continuously improved. You will require some knowledge of our information systems to support you in delivering this, such as Northgate Revenues & Benefits, Jadu CRM system and Information @ work.

You will be expected to complete the required testing and returns for the Housing Benefit subsidy to the Department for Works and Pensions to include the initial estimate, final claim and mid year estimates.


  • The successful candidate will either have a degree or relevant qualifications, ideally IRRV qualifiedRand/or extensive work experience in Customer Services or application software solutions as well as a minimum of 5 years’ experience working in a Revenues and Benefits office.
  • Management experience is essential with a track record of delivering change on time and within budget.
  • Motivational and leadership skills are essential given the nature and pace of change that is required.
  • 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.

Why work for us? 

Newcastle-under-Lyme Borough Council is located in a very attractive and affordable part of the West Midlands, equidistant from Manchester and Birmingham.  Our vision is to provide good local services, a prosperous borough, and safe and welcoming places for all. 

  • We are committed to being a fair and inclusive place to work where everyone can achieve their potential.
  • We are focussed on the wellbeing of our people.
  • Together we can help to make a difference to our community - we offer 'jobs with purpose'. 

Do your values align with ours?  Read further information on our values, culture and behaviours

We offer a competitive range of benefits including; access to the local government pension scheme, minimum 23 days annual leave and 5 days extra after 5 years' service, flexible working and family friendly policies, local and national high street discounts, green travel scheme including a cycle to work scheme, 24 hour employee assistance and counselling services, flu vaccination service plus development and training opportunities. 

View our full range of employee benefits and 'working for us' video


If you would like to discuss this opportunity, please contact Rosie Bloor, Customer Hub Manager on (01782) 717717.

Closing date

5pm on Monday 6 June 2022. 

(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.

Please note: you should save your online application regularly to avoid losing the content you have entered.

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