Out-of-Hours Customer Service Agent – Govt Contracts

Mears Group; Manchester; On-site; GBP 25,000 - 27,000; Full time

Benefits offered by this job

25 days annual leave

Staff perks and discounts

Employee Assistance Programme

Canteen and gym on site

Job summary

Mears Group is seeking a Customer Service OOH Agent in Manchester (Ardwick) to deliver high-quality support on government contracts. You will respond to inquiries, take ownership of issues and ensure timely outcomes while maintaining GDPR-compliant records.

The role requires empathy, strong communication, and the ability to work shifts in a two-week pattern, including evenings and weekends. A fixed-term, full-time contract offers 37.5 hours weekly.

Qualifications

• Previous customer service experience preferred.
• Ability to stay professional with vulnerable customers.
• Strong communication and record-keeping skills.

Responsibilities

• Answer inquiries by phone and email with accurate information.
• Own issues and drive them to resolution.
• Work within SLAs and KPIs while maintaining quality interactions.
• Escalate issues per policy and procedures.
• Maintain records in line with GDPR and internal standards.

Skills

Interpersonal skills

Empathy and compassion

Problem solving

Target driven

Team player

IT literacy

Written and spoken comms

Customer service experience

Professional appearance and ID

Flexibility with rota

Tools

Microsoft Word

Microsoft Excel

Outlook

Job description

Mears Group is seeking a Customer Service OOH Agent in Manchester (Ardwick) to deliver high-quality support on government contracts. You will respond to inquiries, take ownership of issues and ensure timely outcomes while maintaining GDPR-compliant records.

The role requires empathy, strong communication, and the ability to work shifts in a two-week pattern, including evenings and weekends. A fixed-term, full-time contract offers 37.5 hours weekly.