Contact Centre Executive

Bright Horizons UK; Manchester; On-site; GBP 23,000; Full time

Job summary

A forward-thinking company is seeking a Contact Centre Executive to join their dynamic team in Manchester. This role focuses on delivering exceptional customer service through handling inbound calls, providing information, and booking services for the Back-Up Care business. With a commitment to flexibility and work-life balance, the company has been recognized as a Great Place to Work for 17 years. If you are passionate about customer service and want to contribute to a meaningful mission, this opportunity is perfect for you!

Qualifications

• Experience in customer service or contact centre roles is essential.
• Ability to work flexible shifts and maintain a quiet workspace.

Responsibilities

• Handle inbound calls and provide information on Back-Up Care services.
• Educate customers on policies and procedures while assessing care needs.

Skills

Customer Service

Inbound Call Handling

Communication Skills

Problem-Solving

Job description

Job Title: Contact Centre Executive
Location: Hybrid / Manchester / Need to live locally
Hybrid: Occasional days in the office but mostly working from home
Full Time: 7am-7pm (Weekly rota - this type of schedule: (7am-3pm, 9am-5pm, 11pm-7pm)
Days: Monday to Friday (5 days per week)
Salary: Approximately £22,432k per annum

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.

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:
90% of the role will be handling inbound calls by telephone, providing information, booking personal tours, and taking reservations for our Back-Up Care business. Perform outgoing calls for our Back-Up Care business and outbound calls to prospective parents and suppliers following up on their booking or enquiry. 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. Maintain a high level of customer satisfaction.

What We Are Looking For:
Previous experience within customer services, inbound contact centre. Available (after remote-based training) to work the shift patterns between 7am-7pm / 8-hour shift / Monday to Friday. Attend meetings and training in the central Manchester office. Quiet and distraction-free working space. 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.