Annual salary: up to £22,972.95
Customer Service OOH Agent
Manchester – Ardwick (M12)
Full Time, Permanent Contract
* Hours – 37.5 per week
* Salary - £22,972.95
Do you want to work for one of the UK’s leading housing and care service providers? Are you open to new opportunities, work to achieve high standards, and are customer-focused? If so, we have an exciting opportunity for a Customer Service OOH (Out of Hours) Service Agent to join our rapidly expanding teams.
The Mears Red Thread:
At Mears, the Red Thread connects everything we do and everyone who works here. It’s woven into every conversation, every action, and every improvement we make. It’s how we work, support each other, and make a real difference to our clients, customers, and the communities we serve.
About the Role:
We are looking for an experienced Customer Service OOH Agent to join a highly motivated and skilled team who deliver a first-class service to our customers and clients. You will field enquiries from customers across a range of Local and Central Government contracts and services, dealing with matters such as repairs, rents, tenancies, ASB, transport, and more. Being compassionate, empathetic, and determined to help is essential to being successful within the role. You will work to a number of Key Performance Indicators within a range of Service Level Agreements. We value quality interactions with our customers over strict telephony-based metrics.
You can expect daily ‘on-the-job’ support from your colleagues and line management, as well as weekly coaching sessions and monthly 121s, all of which feed into your annual appraisal. We learn and grow together, and as a team, we are invested in your success within the role.
Our Promises to you:
* We will lead you with integrity and trust.
* We will inspire and motivate you to achieve our shared goals.
* We will be trustworthy, reliable, and dependable at all times.
* We will treat you with honesty and respect regardless of who you are and where you come from.
* We will recognise your hard work and achievements and help you improve in a supportive and structured way.
You’ll ideally have or be willing to work towards the following:
* Great Interpersonal Skills
* The drive to take ownership of an issue and see it through to an appropriate resolution.
* Able to work to targets and deadlines.
* Being able to cope with the workload expected in a fast-paced/complex environment.
* Genuinely wanting to connect with people and help them.
* Problem solving.
* Adhering to established business policies and procedures.
Role Criteria:
* Basic IT literacy - able to use Microsoft Word, Excel, and Outlook.
* Substantial experience within a customer service environment or transferrable skills and a willingness to learn.
* Good written and spoken communications.
* Ensuring the customer experience is central to all activities by adopting a professional manner when communicating with all stakeholders.
All our roles require candidates to have the entitlement to work within the UK; Mears does not currently offer visa sponsorship.
Working Hours & Site Details:
Customer Services OOH Agent - 37.5 hours a week, Evening and Weekends, 2-week rotation.
* Week 1: Monday-Friday (weekend off) – Shift starts at 16:00PM and finishes at 00:00AM with a 30-minute unpaid lunch break.
* Week 2: Monday-Wednesday (Thursday & Friday off) & Saturday-Sunday – Shifts on a weekday remain the same as above and on a weekend can range between 08:00AM – 16:00PM (Morning Shift) or 16:00PM to 00:00PM (Evening Shift).
Site Information:
* The role is fully office-based at our location in Ardwick (M12) – great transport links, 5-minute walk from Hyde Road.
* Free Parking on-site – ANPR system – facilities to store bikes and motorbikes onsite.
* Free shuttle bus from site to Manchester Piccadilly station in 15-minute intervals.
Benefits we can offer you:
* 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.
* Volunteering Leave - Mears supports employees to undertake paid volunteering in the community.
* Staff perks with Mears Rewards - discounts of up to 10% weekly groceries, holidays, etc.
* 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.
* Extensive L&D Programme that offers fully accredited certification.
As part of the recruitment process for this role, we will carry out a DBS & BPSS check, as well as Security Clearance or Counter-Terrorism Checks.
Apply below or to discuss your application further; contact: Lauren Bellini (lauren.bellini@mearsgroup.co.uk).
Mears Group is a disability confident employer and recognises our people as our greatest asset.
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