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Form of work
SalarySalary: £29,269-£32,076 pro rata including enhancements for night / weekend working
Working Arrangements:
- Post A – 2 x 22.5-hour posts 1am-9am Sunday to Tuesday
- Post B – 2 x 18.5-hour posts 9am-5pm Saturday and Sunday (there will also be a requirement within this role to work 15 hours per month in-hours (9am-5pm Monday to Friday, this would be primarily to support training and development needs, call coaching activities and supervision sessions)
Contract type: Permanent
See our range of Employee Rewards: https://www.barnsley.gov.uk/services/jobs/just4you/
Closing date: 29/03/2024 at 23:59
The successful candidate will be required to speak English to an appropriate standard.
This post requires a Basic Criminal Record Check
Prospective employees will be required to give a reasonable account of any significant periods (6 months or more in the past 3 years) of time living abroad.
When applying, please ensure you are prepared to start work with all the necessary legal documents, such as a valid visa, relevant to the type of work you will be undertaking. Please be aware that our organisation does not possess a Home Office license and, as a result, is unable to provide sponsorship for anyone seeking a visa as a skilled or temporary migrant worker.
Pensions Regulations have provisions to reduce pension payments in certain circumstances of those who return to work within local government service. If you are in receipt of a pension upon commencing employment with the authority, this may affect your pension entitlements and you should therefore seek advice from the relevant Pensions Authority.
How do we sum up Barnsley Council? Well, we’re a double award-winning, high-performing council with a growing economy, a thriving town centre and some truly impressive outcomes in our communities. This is why we’ve been awarded Council of the Year for 2023 by the Local Government Chronicle (LGC) and The Municipal Journal (MJ).
Our excellent Core Services has been a key part of our win; we’re so proud of what we’ve achieved not just for the council but for our partners and Barnsley.
We’re impressed. Are you? It’s the perfect time to join our excellent team.
About the Post:
Do you want to make a difference every day to people’s lives? Do you relish in providing help and support to others when they need it most? Do you love to provide customers with excellent customer service? If the answer is yes, then we have some exciting opportunities that sound just what you are looking for...
We are now recruiting four Out of Hours Call Handlers in to our newly designed Contact Centre Out of Hours service. This is a new and exciting role where you will be directly supporting and handling customers calls and responding to difficult emergency situations. We are looking for exceptional candidates who can demonstrate compassion, resilience, and respect; who are willing to go the extra mile to make a real difference!
The current available positions and shift patterns are:
- Post A – 2 x 22.5-hour posts 1am-9am Sunday to Tuesday
- Post B – 2 x 18.5-hour posts 9am-5pm Saturday and Sunday (there will also be a requirement within this role to work 15 hours per month in-hours (9am-5pm Monday to Friday, this would be primarily to support training and development needs, call coaching activities and supervision sessions)
You’ll have the opportunity to work at home for all posts available.
Successful candidates will be part of our Customer Experience team, a place where team members are guided and supported to deliver agreed quality and performance targets, as well as meet/exceed customer expectations. We are committed to supporting our teams continuous improvement journey, providing regular one-to-one feedback, training, call coaching and mentoring.
This is a brand new role so there could not be a better time to join the team, there really are exciting times ahead as we look to implement innovative technology as part of our Microsoft transformation journey and continue with our ambitious plans to improve access channels and services to our customers.
For your information interviews will be held on the 4th and 5th April 2024.
Should you have any questions or need more information about these new opportunities, please don’t hesitate to contact Jamie-Ellen Hinchliffe, Customer Service Supervisor via e-mail jamie-ellenhinchliffe@barnsley.gov.uk
A little bit about us
Now more than ever, our work is making a difference. It’s time to believe in the possibilities of a better Barnsley, to look to the future with excitement and optimism. To allow everyone to be the best they can be because our borough is a place where hard work and ambition will always be rewarded.
Our Be Even Better Strategy sets ambitious goals for our borough and informs our Council Plan and priorities for 2021-2024. Within the Customer, Information & Digital department, we’re building on our commitment to transform how the organisation works by finding new ways to adapt business processes and IT services, helping all to embrace new ways of working.
To join us you’ll need 4 GCSE’s (9-4) or a relevant level 2 qualification; experience of dealing with conflicting demands in a demanding environment; the ability to remain calm under pressure whilst critically analysing situations to make appropriate decisions, in line with agreed processes and procedures. In return and as a thank you for contributing to our vision and values, we can offer you a whole host of benefits that are outlined in our Just4You package.
Here in Barnsley, we live and work by four important values: honesty, teamwork, excellent service, and taking pride in what we do. As part of our team, you can be sure we’ll do all we can to support you in being truly excellent. We prioritise learning and enabling you to achieve your potential. So, we’ve created a development process that lets you grow in the way that suits you - whether that is training to be a leader or learning flexibly online.
Please use the documents below to help support you with your application form.
Job Profile: Out Of Hours Call Handler Job Profile.pdf
Vacancy Exposure Profile: Exposure Profile.pdf
Help with your application form
Why work for us?
Please ensure you view the job profile for this role, as you will need to demonstrate in your application form how you meet the required criteria.
We welcome the opportunity to have a chat about the role and are happy to address any questions you may have about flexible working arrangements, including as a result of caring responsibilities.
We're committed to creating a workplace where differences are valued and everyone truly feels able to be themselves. If you have any support needs during the recruitment process, please let us know.
CVs will not be accepted.
www.barnsley.gov.uk/jobs
