Community Hub Representative - Job Share (15hrs per week)

Blaenau Gwent County Borough Council; Abertillery; On-site; GBP 21,000 - 24,000; Full time

Job summary

Blaenau Gwent County Borough Council is seeking Community Hub Representatives based in Libraries across the borough. You will handle high volumes of customer enquiries via face to face, phone, email and digital channels, delivering a friendly, efficient service and providing accurate information across council services.

The role requires excellent communication, empathy, and strong IT/digital skills. A pre-employment disclosure will be undertaken and the post supports a digital-first approach.

Qualifications

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

Responsibilities

• 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.

Skills

Excellent communication

Active listening

IT & digital skills

Multitasking

Teamwork

Job description

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 comprehensive

pre-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.

For more information: https://www.blaenau-gwent.gov.uk/en/home/

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