Hybrid Resource Development Officer-Training & Performance

Barnsley Metropolitan Borough Council

Barnsley

Hybrid

GBP 32,000 - 42,000

Full time

6 days ago

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Benefits offered by this job

Flexible working arrangements

Career development opportunities

Job summary

Barnsley Metropolitan Borough Council is recruiting a Resource Development Officer to join the busy 24/7 Contact Centre. The role leads on training delivery and provides mentoring and support to Customer Service Advisors.

Working 37 hours a week, Monday to Friday, 9am-5pm, you will analyse performance data, support service levels and identify opportunities to improve the customer experience within a collaborative team.

Qualifications

Relevant Level 3 qualification or extensive equivalent experience.
Experience delivering effective training and support in a customer service environment.
Excellent communicator, able to influence positively, digitally confident and able to work flexibly and collaboratively as part of a team.

Responsibilities

Lead on the delivery of effective training within the Customer Experience Team.
Provide regular mentoring and support to Customer Service Advisors.
Collaborate with Customer Service Supervisors to create, develop and monitor performance reports.
Ensure teams have knowledge, confidence and support to deliver the best possible service.
Help monitor performance against Service Level Agreements.