Decision details

Creation of additional posts in the Contact Centre

Reference: D55268

Decision Maker: Director of Resources

Is Key decision?: Yes

Is subject to call in?: Yes


This decision is to create an additional 18 FTE customer services officer roles within the contact centre. These additional posts (14 FTE at B3 and 4 FTE at C1) will support the service to improve the customer experience.


The Director of Resources gave approval for the creation of 14 FTE B3 and 4 FTE C1 customer services officer roles in the contact centre.


Reason Key: Financial Impact>£500K;

Wards Affected: (All Wards);

Other reasons / organisations consulted

The TUs and staff team are aware and welcome the investment in additional posts. Likewise the Strategy and Resourcesscrutiny board received a report at their meeting on the 14th February 2022 and are supportive of this proposal. The finance performance group has received details of this proposal and have confirmed that budget of £564,000 is available from the covid recovery fund.



TUs, employees, Strategy and Resources Scrutiny Board, finance performance group.

Contact: Sonya McDonald, Head of Business Support Centre 0113 378 8693 Email:

Publication date: 16/05/2022

Date of decision: 24/05/2022

Effective from: 01/06/2022

Accompanying Documents: