Jobs

Hybrid working, with an office base of Northallerton, Harrogate, Scarborough or Selby

Weekend Working – Possible

Do you have experience in a contact centre, monitoring and managing live workload, staffing, and performance to make sure operational targets (like service levels) are met throughout the day?

Do you have strong organisation and planning skills and a commitment to guide and support others?

Are you passionate about delivering exceptional Customer Service and how we meet their needs?

We may have the role for you! 

The Team

North Yorkshire Council’s Customer Service Centre is a positive place to work where we have the opportunity to genuinely help others, making a real difference to the communities that we serve.

We pride ourselves on providing a quality service and resolving our customer’s problems, allowing you the opportunity to work in an inspirational environment where you can really add value and experience and gain a great deal of job satisfaction.

The Role

We are looking for a Real Time Analyst to support the Intraday manager by ensuring all real-time plans are rolled out effectively. To liaise with all Service Teams and other stakeholders both internal and external to ensure business needs are understood and met. You will need a high level of resilience to deal with ever changing internal and external customer needs across a variety of contact channels and multiple locations.

Your focus each day will be maintaining a high level of customer support, whilst being mindful of the team’s workload and prioritising their physical and mental wellbeing.

Work Base

Whilst the initial 4 week induction for the role would be in Northallerton, your base would be one of the NYC office locations of Northallerton, Harrogate, Scarborough or Selby—depending on which is closest to you. The role offers the opportunity to work in a hybrid way, with a typical week split between working from home and your office base.

The flexibility of the hours allows for a positive work/life balance.

What you can bring

This role supports our front facing customer service function by providing real time insights and feedback on demand, whilst maintaining a consistent customer experience. In your application, we would love to hear about your:

• Experience in real time management and omni channel management
• Experience in producing agent schedules that meet business needs- specifically in a contact centre environment

To be successful in the role, you will need:

• A high level of attention to detail
• An ability to collaborate with stakeholders, both within the team and at a more senior level
• An ability to take the team on the journey, articulating the desired outcome and working with the team to explore new opportunities to provide excellent service

Why work for us?

In addition to your salary, we offer a range of great benefits to help you financially and make life a bit easier.

These include:

• a local government pension scheme with 18.1% employer contribution
• salary sacrifice schemes
• employee discount benefits including shopping, supermarkets, gym discounts and more!
• travel loans
• Health Assured – confidential help and support for your wellbeing

Click on our Total Rewards Brochure at the bottom of this advert to see the full range of benefits.

Contact

If you have any questions, please do contact  Jonathan Brand jonathan.brand@northyorks.gov.uk 01609 798565 or Craig Ryan on craig.ryan@northyorks.gov.uk / 01609 534062 for an informal conversation.

Company: North Yorkshire Council

Salary: £29,064-£31,537

Location: Northallerton, North Yorkshire

Sector: Corporate Services

Sector: Human Resources & Recruitment

Job Role: Co-ordinator