Barnsley Council
Out of Hours Call Handler (2 posts)
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Position reference: 50138183, 50144992
Directorate: Core Services | Service: Continual Service Improvement & Digital
Salary: £31,537 - £34,434 pro rata
Working Arrangements: Hybrid Working
Hours per week: 2 x 15
Contract type: Permanent
See our range of Employee Rewards: [Employee rewards and benefits](Employee rewards and benefits)
Closing date: 28/08/2026 at 23:59
The successful candidate will be required to speak English to an appropriate standard.
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 team 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.
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There’s so much happening in our thriving borough and your talent and skills will help us make Barnsley the place of possibilities.
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
Do you want to make a difference every day to people’s lives? Do you relish in providing help and support to others when they need it most? Do you love to provide customers with excellent customer service? If the answer is yes, then we have some exciting opportunities that sound just what you are looking for...
We are now recruiting an Out of Hours Call Handler in to our Contact Centre Out of Hours service. This dynamic position involves providing direct support by managing customer calls, addressing challenging emergencies, and handling administrative tasks. We are looking for exceptional candidates who can demonstrate compassion, resilience, and respect; who are willing to go the extra mile to make a real difference!
The Current Available Position And Shift Pattern Is
2 x 15-hour post 9am-5pm Saturday and Sunday
You’ll have the opportunity to work from home for this post, however, please be aware that the training for the role will take place in our Barnsley Office between the hours of 9am and 5pm Monday to Friday. Additionally, if you encounter any connectivity problems while working from home, you’ll be required to reach our 24 hour Barnsley office within half an hour.
Successful candidates will be part of our Contact Centre, a place where team members are guided and supported to deliver agreed quality and performance targets, as well as meet/exceed customer expectations. We are committed to supporting our team members continuous improvement journey, providing regular one-to-one feedback, training, call coaching and mentoring.
There has never been a better time to join us, especially as we are implementing new innovative technology as part of our Microsoft transformation journey and continue with our ambitious plans to improve access channels and services to our customers.
Interviews will be held week commencing 7th September 2026
Should you have any questions or need more information about this opportunity, please don’t hesitate to contact our Operations Manager Tara Goldsbrough TaraGoldsbrough@barnsley.gov.uk
A Little Bit About Us
Now more than ever, our work is making a difference. It’s time to believe in the possibilities of a better Barnsley, to look to the future with excitement and optimism. To allow everyone to be the best they can be because our borough is a place where hard work and ambition will always be rewarded.
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Within the Technology and Innovation department, we’re building on our commitment to transform how the organisation works by finding new ways to adapt business processes and IT services, helping all to embrace new ways of working.
To join us you’ll need 4 GCSE’s (9-4) or a relevant level 2 qualification; experience of dealing with conflicting demands in a demanding environment; the ability to remain calm under pressure whilst critically analysing situations to make appropriate decisions, in line with agreed processes and procedures. In return and as a thank you for contributing to our vision and values, we can offer you a whole host of benefits that are 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 in being truly excellent. We prioritise learning and enabling you to achieve your potential. So, we’ve created a development process that lets you grow in the way that suits you - whether that is training to be a leader or learning flexibly online. That’s one of the reasons why you’ll find your career here inspiring and rewarding.
Help with your application form
Please use the documents below to help support you with your application form.
- [Job Profile: Out of Hours Call Handler Profile.docx](Job Profile: Out of Hours Call Handler Profile.docx)
- [Vacancy Exposure Profile: OOH Exposure Profile HIGH.docx](Vacancy Exposure Profile: OOH Exposure Profile HIGH.docx)
Why work for us?
Please ensure you view the job profile for this role, as you will need to demonstrate in your application form how you meet the required criteria.
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
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