Customer Service OOH Agent

Mears Group; Manchester; On-site; GBP 22,000 - 27,000; Full time

Benefits offered by this job

25 days annual leave plus bank hols

Free on-site parking

Free shuttle bus to Manchester Piccad

Employee Assistance Programme

Mental Health First Aider Network

Canteen and gym available

Volunteering Leave

Job summary

Mears Group is hiring a Customer Service OOH Agent in Manchester (Ardwick, M12). The role is a full-time, 1-year fixed term contract, offering 37.5 hours per week with a two-week rotation pattern.

You will handle housing, repairs, ASB, transport inquiries and more, aiming to resolve issues promptly while maintaining high customer service standards. Responsibilities include taking calls and emails, logging details, adhering to SLAs/KPIs, maintaining GDPR-compliant records, and ensuring a patient,

Qualifications

• Substantial experience in a customer service environment or transferrable skills.
• Strong communication and written skills.
• Comfortable working in a fast-paced environment with rota flexibility.

Responsibilities

• Respond to customer enquiries via telephone and email, ensuring accurate information and resolution.
• Take ownership of issues and follow through to outcomes.
• Work within SLAs and KPIs, prioritising quality interactions over call times.
• Problem-solve and escalate where needed within policies and procedures.
• Maintain accurate records and GDPR-compliant data entry.

Skills

Interpersonal skills

Compassionate approach

Problem solving

Ability to meet targets

Team player

Adaptability

Policy adherence

Basic IT literacy

Strong communication

Customer service experience

Tools

MS Word

MS Excel

Outlook

Job description

Annual salary: up to £24,870.29

Customer Service OOH Agent

Location: Manchester – Ardwick (M12)

Contract: Full Time, 1-year fixed term contract

Hours – 37.5 per week

Salary - £24,870.29 per annum

Working Pattern Two-week rotation

• Week 1: Monday to Friday, 4:00 PM to 12:00 AM (weekend off)
• Week 2: 3 days in the week and Saturday and Sunday
  • Weekday shifts: 4:00 PM to 12:00 AM
  • Weekend shifts: 2.00 PM to 10.00pm

About the Role

The Customer Service Agent is responsible for delivering high-quality, customer-focused support across a range of Local and Central Government contracts. This includes handling enquiries related to housing, repairs, ASB, transport, and other services. The role requires compassion, empathy, and a commitment to resolving issues effectively, particularly when supporting vulnerable customers.

• Respond to customer enquiries via telephone and email, ensuring accurate information capture and resolution.
• Take ownership of issues and follow through to appropriate outcomes.
• Work within agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), prioritising quality interactions over rigid call times.
• Problem-solve and expand issues where necessary, adhering to business policies and procedures.
• Maintain accurate records and update systems in line with GDPR and internal standards.
• Ensure the customer experience remains central to all activities, including professional communication and compliance with health and safety standards.

Role Criteria

• Great interpersonal skills and a genuine desire to connect with and support others
• Compassionate and professional approach when dealing with vulnerable customers
• Strong problem-solving skills and the drive to take ownership of issues through to resolution
• Ability to work to targets and deadlines while maintaining quality service
• Comfortable working in a fast-paced and often complex environment
• Leads by example and contributes positively to team culture
• Adheres to established business policies, procedures, and service standards
• Basic IT literacy, including use of Microsoft Word, Excel, and Outlook
• Good written and verbal communication skills
• Substantial experience in a customer service environment, or transferrable skills with a willingness to learn
• Maintains a professional manner at all times, including appearance, use of company ID, and adherence to health & safety standards
• Ensures the customer experience is central to all activities and interactions
• Willing and able to work flexibly as part of a rota, including evenings, weekends, and bank holidays as required - Where shift/working pattern adjustments need to be made subject to business need, these will always be communicated at least a month in advance.

Location Details

• Office-based in Ardwick (M12), 5-minute walk from Hyde Road
• Free on-site parking and bike/motorbike storage
• Free shuttle bus to Manchester Piccadilly Station during peak hours

Mears Benefits

• Friendly, supportive and progressive work culture and environment.
• 25 days annual leave plus bank holidays
• Annual Mears Fun Day – Free day out for you, friends/family paid for by Mears in recognition of your hard work throughout the year – For employees in England, this is usually a theme park such as Drayton Manor.
• Volunteering Leave - Mears supports employees to undertake paid volunteering in the community, in support of our social value commitments – do something worthwhile for a cause close to your heart.
• Staff perks with Mears Rewards - discounts of up to 10% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more
• Employee Assistance Programme – Confidential support services for Mental and Physical wellbeing
• Mental Health First Aider Network – Confidential MHFA support and signposting.
• Employee of the Month Award (Departmental) – a chance to win recognition within the department as well as monthly/yearly rewards vouchers.
• Extensive L&D Programme that offers fully accredited certification in areas such as Prevent/Safeguarding and Mental Health Awareness.
• Mears Amazing Employee Awards
• Subsidised Eye Tests and cost towards glasses for DSE use
• Employee Networks and Sub-Forums
• Canteen and payable gym available

All our roles require candidates to have the entitlement to work within the UK, Mears does not currently offer visa sponsorship.

As part of the recruitment process for this role, we will carry out a Background, Identity, Security clearance & BPSS check. For these checks to be completed, we will require from you the relevant identification, including Proof of Address, References, a valid passport and proof that you have lived in the UK for the last 5 years.

At Mears Group, we are committed to fostering a diverse and inclusive environment where everyone can thrive, we are a Disability Confident employer, valuing individuality and ensuring equal opportunities for all.

We proudly support the Armed Forces Covenant and are honoured to have achieved the Gold Award in the Defence Employer Recognition Scheme (ERS) to coincide with this, we hold an Endorser Award for the Career Transition Partnership, recognising our commitment to veterans transitioning into civilian careers.

In our continued effort to promote social mobility, we invite applicants to voluntarily share their background information during the application stages to help us better understand the diverse experiences of our candidates. This is to ensure we are committed to improving social mobility. We use the Social Mobility Index to assess and enhance opportunities for individuals from diverse backgrounds. These questions are optional and will not impact your ability to apply.