At a Glance
- Tasks: Train, coach, and mentor colleagues in a dynamic contact centre environment.
- Company: Join Barnsley Council, an award-winning employer making a real difference.
- Benefits: Flexible working, employee discounts, health support, and career development opportunities.
- Other info: Inclusive workplace valuing diversity and second chances.
- Why this job: Be part of a team that empowers others and enhances customer experiences.
- Qualifications: Level 3 qualification or equivalent experience in training and customer service.
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.
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 for 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 19th 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. CVs 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.
Resource Development Officer in Barnsley employer: Barnsley Metropolitan Borough Council
Barnsley Council is an exceptional employer dedicated to fostering a supportive and inclusive work environment for its employees. With a strong commitment to professional development, the Advanced Practitioner role within the Practice Development Hub offers opportunities for mentoring, training, and collaboration with educational partners, ensuring that staff have the resources they need to excel. Located in Barnsley, the council promotes a culture of teamwork and innovation, making it an ideal place for motivated practitioners to make a meaningful impact in children's social care.
Contact Details:
Barnsley Metropolitan Borough Council Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Resource Development Officer in Barnsley
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Barnsley Metropolitan Borough Council. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Barnsley Metropolitan Borough Council before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Barnsley Metropolitan Borough Council:Your cover letter is your chance to shine! Tell us why you want to work at Barnsley Metropolitan Borough Council specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Barnsley Metropolitan Borough Council!
How to prepare for a job interview at Barnsley Metropolitan Borough Council
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
