Resource Development Officer - Training Coach (Hybrid)

Barnsley; Barnsley; Hybrid; GBP 30,000 - 32,000; Part time

Job summary

Barnsley Council is seeking a Resource Development Officer to join our busy 24/7 Contact Centre. You will lead on training delivery, provide regular mentoring to Customer Service Advisors, and work with Supervisors to monitor performance and SLAs while identifying opportunities to improve the customer experience.

The role is 37 hours per week, Monday to Friday, with hybrid working and a fixed-term contract for 12 months.

Qualifications

• Relevant Level 3 qualification or extensive equivalent experience.
• Experience delivering effective training and support in a customer service environment.
• Excellent communication skills and the ability to mentor colleagues.

Responsibilities

• Lead on the delivery of effective training and provide regular mentoring to the Customer Service Advisors.
• Develop and monitor performance reports in collaboration with Supervisors.
• Support the delivery of SLAs and identify opportunities to improve the customer experience.

Skills

Training delivery

Coaching & mentoring

Analytical reporting

Customer service excellence

Education

Level 3 qualification

Job description

Barnsley Council is seeking a Resource Development Officer to join our busy 24/7 Contact Centre. You will lead on training delivery, provide regular mentoring to Customer Service Advisors, and work with Supervisors to monitor performance and SLAs while identifying opportunities to improve the customer experience.

The role is 37 hours per week, Monday to Friday, with hybrid working and a fixed-term contract for 12 months.