Contract Contact Centre Executive

Bright Horizons UK; Manchester; Hybrid; GBP 23,000; Full time

Job summary

An established industry player is seeking a Contract Contact Centre Executive to provide exceptional customer service. In this role, you will manage inbound calls, assist clients with their inquiries, and contribute to the growth of the Back-Up Care service. With a focus on flexibility and work-life balance, the company has been recognized as a Great Place to Work for 17 consecutive years. Join a mission-driven team that values inclusivity and wellbeing, and help shape the future for children and families across the UK. This role offers a supportive environment where your contributions truly matter.

Benefits

Flexible Working

Discounted Childcare

Quarterly Employee Appreciation Weeks

Annual Gala Award Evening

Discounts on Retail and Services

Wellbeing Resources

Qualifications

• Previous experience in customer service or contact centre roles is essential.
• Ability to work flexible hours between 7am-7pm, Monday to Friday.

Responsibilities

• Handle inbound calls, provide information, and book tours for Back-Up Care.
• Educate customers on policies and assess their care needs.

Skills

Customer Service Experience

Inbound Contact Centre Experience

Communication Skills

Job description

Job Title: Contract Contact Centre Executive

Location: Remote with weekly travel to our Manchester office

Full Time: After Training: Shift Pattern is 8 hours between 7am-7pm

Type / Days: Fixed Term Contract until September 2025 / Monday to Friday

Salary: £22,432k per annum (pro rata for contract period)

Training Course due to start: 14/4/25 (Paid Training for 3 weeks)

Training Course due to start: 6/5/25 (Paid Training for 3 weeks)

The Role:

The primary purpose of the Contact Centre Executive is to deliver an exceptional customer service experience to all incoming calls. You will be accountable for following up on all enquiries, ultimately growing revenue and securing Back-Up Care.

What We Can Offer You:

Our benefits include, but are not limited to:

1. Flexible working and holiday entitlements
2. Discounted childcare
3. Quarterly Employee Appreciation Weeks
4. Annual gala award evening
5. Fantastic range of discounts on high street retailers, grocery stores, cinema tickets, holidays, and more
6. Wide range of wellbeing resources, supporting our teams for the ups and downs of daily life

Why Bright Horizons?

We’ve been voted Great Place to Work for the last 17 consecutive years, as well as being awarded the newly created Great Place for Wellbeing and Great Place for Women 2023.

Our support functions enable our nurseries to deliver the best possible care and education to over 10,000 children across the UK. Through this support, our nurseries can deliver excellence – with 98% of our 300+ portfolio being rated Good or Outstanding by Ofsted.

We’re on a mission to change the future for children, families, and the people we work with, and are committed to progressive working values like flexibility, work-life balance, and wellbeing.

What you will be doing:

1. 90% of the role will be handling inbound calls by telephone, providing information, booking personal tours, and taking reservations for Back-Up Care business.
2. Perform outgoing calls for our Back-Up Care business and outbound calls to prospective parents and suppliers following their booking or enquiry.
3. Educate customers on Bright Horizons’ Back-Up Care, policies, and procedures, and help them to understand any client-specific processes, documentation, and timelines, whilst assessing their care needs.
4. Maintain a high level of customer satisfaction.

What We Are Looking For:

1. Previous experience within customer services, inbound contact centre
2. Ability and availability to work the shift pattern between 7am-7pm / Monday to Friday
3. Attend meetings and training in the office 1-2 per week
4. Quiet and distraction-free working space
5. Good internet connection

Bright Horizons is committed to creating inclusive environments where everyone has a sense of belonging and has the opportunity to contribute and thrive in meaningful and impactful ways. We are an inclusive employer and welcome people from all backgrounds to apply. We will consider reasonable adjustments required by applicants. If you share our passion, values, and have most of the skills listed, we encourage you to apply – as you may be just what we are looking for! Please note, due to our sector all roles are subject to an Enhanced DBS. Some of our roles require specific qualifications by law, this will be highlighted as essential within the advert.

We look forward to receiving your application!

If you experience any problems, please email [e-mail] and we will be happy to help.