Key Policies 2016 Yell Birmingham CS

Transcription

1 Key Policies 2016 Yell Birmingham CS 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.

2 Key Policies 2016 Yell 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 & Use 9. Social Media 10. Dress Code 11. Workstation responsibilities 12. Smoking 13. Parking

3 Lateness 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 & 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 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.

4 Use of CISCO 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. CISCO Not Ready options: 1. Not Ready Admin/Paperwork 2. Not Ready Appointment Setting 3. Not Ready Break 4. Not Ready Coaching / 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

5 Absence Reporting Duty Mobile: 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/ s 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).

6 Appointments Duty Mobile: 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. 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.

7 Booking Holiday Holiday requests are to be submitted via 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 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 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

8 Booking Holiday cont. 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 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

9 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 ing the Birmingham Management Team. Recognition days any extra days leave awarded via R&R must be taken within 1 year of being awarded.

10 Booking Holiday cont. 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.

11 Instant Messaging

12 Personal Phone Usage 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

13 Internet & Use The internet and 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 addresses are not to be used when registering with third party websites.

14 Social Media 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

15 Dress Code 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).

16 Workstation Responsibilities 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.

17 Smoking 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 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: 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 property.account@hibu.com

18 Parking We 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 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 ed 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.