Community Hub Representative - 15 hours per week

Blaenau Gwent County Borough Council; Wales; On-site; GBP 17,000 - 22,000; Part time

Job summary

Blaenau Gwent County Borough Council is seeking an enthusiastic Community Hub Representative to join our Libraries-based team. You will be the first point of contact for residents, handling enquiries across multiple channels and guiding customers through council services.

You will deliver a friendly, professional experience while promoting self-service options and assisting with digital access. Prior customer service experience is essential, with strong communication and IT skills in a

Qualifications

• Previous experience in a customer service role is essential.
• Excellent communication and listening skills.
• Empathy, patience and resilience when dealing with challenging situations.

Responsibilities

• Handle a high volume of enquiries face to face, by phone, email and digital channels.
• Deliver professional, friendly and efficient customer experience.
• Provide accurate information, advice and support across council services.
• Resolve enquiries at first point of contact where possible.
• Record customer information accurately using council systems.
• Work with service areas to ensure issues are resolved.
• Promote self-service options and online services.

Skills

Customer service

Communication

IT skills

Multitasking

Tools

Microsoft Office

Job description

Community Hub Representative - 15 hours per week

An exciting opportunity has arisen to join our busy and dynamic Community Hubs team. We are looking for enthusiastic, customer-focused individuals who are passionate about delivering excellent service and helping residents access council services quickly and efficiently.

As the first point of contact for the Council, you will play a vital role in supporting residents, businesses and partners through a variety of contact channels including face to face, telephony support from within our Contact Centre environment, email through our corporate email address and also web / digital platforms.

You will resolve enquiries wherever possible at the first point of contact, providing accurate advice and guidance across a wide range of council services.

Our Community Hub Representatives are based in Libraries across the borough and duties include,

• Handling a high volume of customer enquiries through face to face, telephone, email and digital channels.
• Delivering a professional, friendly and efficient customer experience.
• Providing accurate information, advice and support across a broad range of council services.
• Resolving enquiries at the first point of contact wherever possible.
• Recording customer information accurately using council systems.
• Working collaboratively with service areas to ensure customer issues are resolved.
• Supporting the Council's digital-first approach by promoting self-service options and online services.
• Contributing to continuous improvement and service excellence.

We are seeking individuals who demonstrate:

• Excellent communication and listening skills
• A genuine commitment to customer service
• Empathy, patience and resilience when dealing with challenging situations
• The ability to multitask and work effectively in a fast-paced environment
• Strong IT and digital skills
• The ability to work independently and as part of a team
• Problem-solving skills and a positive approach to finding solutions
• A flexible and adaptable attitude
• Previous experience within a customer service role is essential

This post is exempt from the Rehabilitation of Offenders Act 1974. A comprehensivepre-employment screening process will be undertaken which will include a Standard Disclosure.For information on the re-employment and re-engagement of former employees please refer to the Council’s Pay Policy.

About us

At Blaenau Gwent, we are passionate about the work we do and the impact we have. We empower our staff to make meaningful changes and take action to enhance our services.

Want to ask us a question?

For further information or if you would like to have an informal discussion, please contact Leanne Roberts - Service Manager Customer & Communities – [e-mail]

Closing Date: At 12:00 midnight Friday 27th November 2026 Interview Date: Wednesday 9th December 2026