Resource Development Officer

Barnsley Metropolitan Borough Council; Barnsley; Hybrid; GBP 32,000 - 42,000; Full time

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.

Skills

Analytical skills

Report writing

Communication skills

Training and coaching

Mentoring

Customer service experience

Education

Level 3 qualification or extensive equivalent experience

Job description

Position reference: 50133860

Working Arrangements : Hybrid Working

Contract type: Fixed Term for 12 Months

We are happy to talk flexible working arrangements with you, please get in touch .

Suitable for Secondment: Employees wishing to be considered for secondment should agree with their head of service before submitting an application form .

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.

At Barnsley Council you can start a career that makes a real difference to people’s lives, helping our council and residents to be the best they can be.

We’re an award-winning council and one of the biggest employers in the borough, supporting around 243,000 people. We put people at the heart of everything we do, and that includes our employees. As part of the team, we offer lots of benefits and rewards to support you to thrive and grow, like flexible working, employee discounts, support for your health and wellbeing, and opportunities for training and development to grow your career and develop your skills.

There’s so much happening in our thriving borough, and now’s the perfect time to join our excellent Continual Service Improvement & Digital service as we work to make Barnsley the place of possibilities.

• We’re an award-winning team and one of the biggest employers in the borough supporting around 243,000 people.
• Working at Barnsley Council means being part of a team that makes a real difference to people’s lives, where you can develop the skills you need to make change happen.
• If you join the team you’ll receive great pay alongside an excellent pension scheme. With flexible working we’ll also support your work/life balance, helping you to adjust your hours and take time off when you need it.
• We’ll help you to develop your career and grow your skills with opportunities for training and development.
• Key to our success is working with our residents, partners, businesses and organisations and building these partnerships to bring about change in Barnsley.

About the Post:

Are you passionate about helping others learn, grow and succeed? Do you enjoy training, coaching and mentoring colleagues? Are you confident working in a fast-paced, changing environment where no two days are the same? If so, this could be the exciting opportunity you’re looking for.

We are recruiting for a Resource Development Officer to join our busy, dynamic 24/7 Contact Centre. We’re looking for someone with a positive attitude, excellent communication skills and a genuine passion for developing people through training, coaching and day-to-day support.

This is a 37-hour-per-week role, working Monday to Friday, 9am to 5pm.

You’ll bring strong analytical and report-writing skills, helping us monitor performance, support the delivery of our Service Level Agreements and identify opportunities to improve the customer experience. This is a key role in helping our Contact Centre continue to develop, improve and stand out for the right reasons.

The post sits within our Customer Experience Team and will lead on the delivery of effective training, while providing regular mentoring and support to our Customer Service Advisors. Working closely with Customer Service Supervisors, you’ll also play a pivotal role in creating, developing and monitoring performance reports, ensuring our teams have the knowledge, confidence and support they need to deliver the best possible service to our customers.

A little bit about us

Now more than ever, our work is making a real difference. It’s time to believe in the possibilities of a better Barnsley, looking to the future with excitement and optimism. We want everyone to be the best they can be, because our borough is a place where hard work and ambition are recognised and rewarded.

To join us, you’ll need a relevant Level 3 qualification or extensive equivalent experience, along with experience of delivering effective training and support in a customer service environment. You’ll be an excellent communicator, able to influence positively, digitally confident and able to work flexibly and collaboratively as part of a team. In return, and as a thank you for contributing to our vision and values, we offer a wide range of benefits 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 to be truly excellent. We prioritise learning and will enable you to achieve your potential, with development opportunities that allow you to grow in the way that suits you — whether that’s training to become a leader or learning flexibly online. That’s one of the reasons why you’ll find a career with us inspiring and rewarding.

Interviews will be held week commencing 19 th October 2026.

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.

CV's are not accepted for this role.

At Barnsley Council, we believe in second chances and value diversity. Our recruitment process is inclusive, and we welcome applicants with past convictions. We're committed to fairness and do not discriminate. Join us in building a future where everyone has the opportunity to thrive. #InclusiveHiring #SecondChances