key policies 2016 | yell birmingham cs€¦ · you are responsible for ensuring you arrive, are...

The following policies and procedures have been

written so that you, the employee, clearly

understand your role and responsibilities within the

business. They also allow management to guide

operations without constant management

intervention.

Failure to adhere to these policies may result in an

Informal or Formal Meeting in line with the Company

Code of Conduct & Disciplinary Procedure.

Key Policies 2016 | Yell Birmingham CS

Key Policies 2016 | Birmingham CS

1. Lateness

2. Use of CISCO

3. Sick / Absence Reporting

4. Appointments

5. Holiday Booking

6. Instant Messaging

7. Personal Phone Use

8. Internet & Email Use

9. Social Media

10. Dress Code

11. Workstation responsibilities

12. Smoking

13. Parking

Key Policies 2016 | Yell Birmingham CS


You are responsible for ensuring you arrive, are logged onto SAP / C4C /

CISCO and ready to start work at your allotted start time.

If you are going to be late for work you need to call the duty manager on the

duty mobile (not managers’ personal mobiles) after 8.30am.

When you arrive please advise your manager of the reason & time you arrived

& email Birmingham Management (cc your manager) to advise what time

you logged in.

Any period of lateness up to 15mins will be deducted from your flexi; for

periods of 15mins or more you may be asked to stay back at the end of your

shift to work back the time – dependant on resource requirements.

Alternatively your flexi will be debited.

If you experience any system issues which prevent you logging on for your start

time, you are required to email Birmingham Management (cc your manager)

advising of the issue and how long it took to resolve.

NOTE - All system issues should also be reported to the Helpdesk.

Consistent periods of lateness may result in an Informal or Formal Meeting in

line with the Company Code of Conduct & Disciplinary Procedure.

Lateness


You must log into CISCO at the start of your shift & do not log

out until the end of your shift – during your shift you must use the

below options to log your activity.

It is your responsibility to ensure you are logged in / out and use

the correct options at all times. PC’s must be switched off each

evening unless instructed to leave on for a system upgrade.

Use of CISCO

1. Not Ready – Admin/Paperwork

2. Not Ready – Appointment Setting

3. Not Ready – Break

4. Not Ready – Coaching / 121

5. Not Ready – Lunch

6. Not Ready – Meetings

7. Not Ready – System issues

8. Not Ready – Training

9. Not Ready – Wrap up

Reports, bliss, Dept. work lists, admin tasks

Use for all outbound calls

Use for all natural breaks – loo’s & brews

Use for all development sessions

Use for official lunch break

Team meetings, department meetings, R&R sessions

If unable to access systems or need to call helpdesk

All training sessions scheduled

Use for all call related wrap up work

CISCO Not Ready options:


If you are unable to attend work due to personal sickness or an emergency then you need to call in on the Duty Mobile (not managers’ personal mobiles) within 2 hours of your shift start time.

YOU SHOULD NOT RING BEFORE 8:30AM. Note: text messages/emails are not acceptable.

Short Term Sickness - For any periods of Short Term Sickness (under 7 calendar days) you are required to phone in each day you are absent from work until you return unless you have been alternatively advised by your Manager.

Long Term Sickness - For periods of Long Term Sickness an agreement will be made between you & your manager.

If you have been signed off by a Doctors Note then you need to post your note into your Manager at your earliest convenience –

failure to do so could result in non-payment of sick pay.

A Return To Work meeting will be held with you on your return for all periods of absence (sick & emergency/unplanned).

Absence Reporting | Duty Mobile: 07834 893051


Any medical appointments including Dental should be arranged to fall outside of

working hours. If this is not feasible then they should be at a time that minimises

impact on your shift e.g. during lunch. You should consider a change of shift

pattern which would be agreed by your line manager to accommodate any

appointments.

Where the appointment falls into your scheduled working hours then a maximum

of 1 hour will be given; any further time will be debited from your flexi.

A maximum of 3 appointments per year will be approved. Any further time taken

will be counted as debit flexi.

For full day hospital appointments these will be classed as Short Term Sick

absence.

For any regular appointments that may be required for follow up treatment an

agreement will be made between yourself & your line manager.

Appointments| Duty Mobile: 07834 893051


Please note that there are some exceptions - please refer to the Sick

Absence policy or your line manager for clarification.

NOTE - When requesting time to attend appointments, confirmation of

the appointment must be produced. Where there is an emergency

appointment proof should be provided on your return.

Holiday requests are to be submitted via email to Birmingham Management Team copying in your Manager. 1 week’s notice is required for 1 days leave

and 1 month’s notice is required for 1 weeks leave.

Note: Holiday can be booked a maximum of 1 year/1 week in advance.

If you are not scheduled to work the date a holiday day opens, either due

to holiday or a scheduled day off, you can email Birmingham management, copying in your manager, in advance of the day, in order to book the date.

• To ensure everyone gets an equal opportunity to book dates off, any requests

received prior to 11am on the date a holiday day opens will be considered

‘received at the same time’

• If within tolerance all will be accepted

• If over tolerance all requests received prior to 11am will be drawn at random, with

holiday allocated to the first out up to tolerance and the rest placed on the waiting

list in the order they’re pulled out

• If you are scheduled to work the date a holiday day becomes open you should

email before 11am on the date it opens to have equal consideration

• Requests received after 11am on the date the holiday day opens will be reviewed

on a first come first served basis against tolerance

Booking Holiday


BOOKING A FORTNIGHT’S HOLIDAY

If you’re looking to book up to 2 calendar weeks off you can send

a request for the full period on or after the date that the first

holiday day opens (also refer to “booking holiday when on annual

leave”).

• This only applies for consecutive days up to 2 weeks (10 days for Full time staff or

PT equivalent)

• This is based on a rolling week so you could for example request up to 10 days Tue

– Mon & Tue – Mon off

• For part time staff, for example working Tue / Thurs / Fri, you could book off a

consecutive Fri / Tue / Thurs / Fri / Tue / Thurs

• To ensure equal opportunity all days will be looked at individually at 11am on the

day a specific date opens

• If all holiday dates are within the 1 year 1 week time frame, just send one email

BAU

• If looking to book more than 2 weeks off you need to get confirmation from your

manager that this is acceptable before checking if the dates are available

Booking Holiday cont.


Leave will be booked or if not available you will be placed on the

reserve list.

Once approved you will need to book the agreed dates via the

online holiday system (found on HRUK) WITHIN 6 WORKING DAYS. If

not actioned within 6 working days then the dates will be released

as available to others.

Authorisation must be sought from your manager if you wish to book

more than 2 weeks in one block.

Holiday availability can be checked by emailing the Birmingham

Management Team.

Recognition days – any extra days leave awarded via R&R must be

taken within 1 year of being awarded.



YELL LEAVE (Reference Just Yell Leave Policy):

Requests need to be submitted as per the Yell Leave policy to your manager for authorisation.

NOTE: Yell Leave is not guaranteed & agreed at your managers discretion. This can be for paid or un-paid leave.

EMERGENCY LEAVE / SHORT NOTICE HOLIDAY

If you have a situation that requires you to have leave from work at short notice please speak to a manager at the earliest opportunity.

If holiday spaces are available these occasions would be agreed in the normal way. If there is no holiday availability then we will consider your request and it may be agreed as an exception. However we cannot guarantee that all occasions will be agreed - this will be dependant on resource & individual circumstances.

An alternative may be flexi leave, however the hours will need to be paid back as per business requirements – this may also include weekends.



Instant Messaging


You’re at work – put your phone away!

If you need to make a personal call during working

hours you must have prior permission from a

Manager.

Mobile phones are to be on silent and only to be

used as an emergency contact during working hours.

If you need to respond to a call/message please

gain permission from a manager.

*Reference: Use of Office Systems Policy - iYell

Personal Phone Usage


The internet and email should only be used for

customer/work related activities during scheduled hours. It

is available for personal use during lunch times and out of

scheduled hours.

No material should be downloaded to your work PC, or

forwarded internally or externally without permission. This

includes screen savers, joke programs, file sharing or

games. This also includes access to the internet via your

mobile phone.

Private web sessions (e.g. Hotmail, Facebook, Twitter etc.)

should not be left running / minimised on your computer

throughout the business day without line manager

approval.

Hibu/Yell email addresses are not to be used when

registering with third party websites.

Internet & Email Use


All hibu employees are responsible as individuals for

what they post online and must act with good

judgment to maintain the same high standards of

conduct as they do in the physical workplace.

Colleagues who wish to represent hibu on social

media must seek approval from the social media

team.

Refer to the Social Media Policy September 2013

Social Media


We operate a smart/casual dress-code with the exception of

specific dates requiring business dress (these will always be

communicated in advance).

Tracksuits, garments with unprofessional/suggestive logos and

Football/sports shirts* & hats are not permitted. Any jeans should

be of smart appearance e.g. no rips (this list is not exhaustive).

It is important to ensure that the dress code is not interpreted in a

way that disadvantages or discriminates against people of a

particular religion or belief.

In addition, hibu/Yell people who meet with external customers,

suppliers and senior representatives of other organisations are

expected to dress appropriately – namely smart business dress.

*Football/sports shirts are occasionally permitted during major

sporting events (these will always be communicated in advance).

Shoes should be worn at all times in the office (no slippers/bare

feet).


Dress Code

EATING & DRINKING AT DESKS

No eating is permitted when in conversation or waiting to

speak to customers. Drinking is permitted at desks but

please be careful with liquids around equipment. Hot food

must be consumed in the Rest Room.

ACTIVITIES AT DESKS

Non-work related activities are not permitted at desks

during scheduled hours e.g. reading books or magazines.

ENTERTAINMENT/HEADPHONES

It is not permitted to play music etc. through your PC, via an

MP3 player or through your phone, or wear headphones

during any scheduled working hours.

Workstation Responsibilities


Within Customer Service nobody is permitted to smoke outside of their lunch

break during their scheduled working pattern. This includes any breaks that may

occur on training courses etc. Any breach would be considered a disciplinary

offence under our local policies.

Smoking is not permitted in any part of the building as dictated by the Health

Act 2006. This includes the common areas, landlord areas and the areas

demised to Hibu.

The external Paved walkway to the front elevation (Broad Street Entrance) is to

be considered a NO SMOKING area and as such smoking in and around these

areas is prohibited.

‘Smoking Policy Including E-cigarettes’ located at:

https://intranet.yellgroup.com/hruk/Business/Services/Health%20and%20Safety/

Policies%20and%20Procedures/

This policy applies to everyone on our premises i.e. employees and all external

visitors and contractors.

Contact:

Should you require further information please contact the Property Helpdesk on

[email protected]


Smoking

http://www.legislation.gov.uk/ukpga/2006/28/pdfs/ukpga_20060028_en.pdf

https://intranet.yellgroup.com/hruk/Business/Services/Health and Safety/Policies and Procedures/

mailto:[email protected]


ParkingWe continue to be on 2 x 4 week rotations.

Parking is allocated as follows

Works 5 days per week = 1 x full week + 1 additional day per 4 week rotation.

Works 2 – 4 days per week = 1 x full week per 4 week rotation, + 1 additional day over the 8 weeks.

These spaces are allocated within the rotations so you may find that there are more or less than 4 weeks since

your last full week of parking.

Ensure that you check the rota’s carefully, and diarise when you have parking.

We will issue a final version with any ad hoc spaces on the Friday before the parking week.

We will only notify you of any ad hoc spaces by text if you are not scheduled to be in between when the final

version is issued and the day you have the ad hoc space.

We will not send reminders if you have been scheduled to work between when the rota is issued and when you

have parking.

Please ensure that when you have a fob that this is passed onto the next person on the rota.

Only park in your allocated space and not any free one – if for any reason you are not able to park in your

space on arrival please contact the duty mobile so we can look into why this allocated space isn’t free.

Also if for any reason on a day you have parking and you will not be using your space please advise BMT asap

so as we can reallocate the space out.

HOLIDAYS / ABSENCE

If you are on holiday or absent when it is your rotation week for parking, your space will be given away as ad

hoc spaces, unless you arrange to swap your parking week with a colleague yourself.

Please email Birmingham Management by the Thursday of the week before the swap at the latest.

If you are not swapping a week with a colleague or have not emailed Birmingham Management by the Thursday the week before you’re due for parking, DO NOT just give the space away yourself.

Birmingham Management Team will reallocate the space. This may result in the person you have given parking

to being refused access to the car park, or being made to move their car and make up any work time lost due to this. The person assigned by Birmingham Management will always take priority.

key policies 2016 | yell birmingham cs€¦ · you are responsible for ensuring you arrive, are...

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