Customer Service OOH Agent

Customer Service OOH Agent page is loaded## Customer Service OOH Agent locations:
Manchester - Devonshire St Ntime type:
Full time posted on:
Posted Todayjob requisition :
REQ
0036612

Annual salary: up to £23,891.92
** Customer Service OOH Agent
***
* Location:

Manchester – Ardwick (M12)
***
* Contract:

Full Time, Permanent
**** Hours – 37.5 per week
**** Salary - £23,891.92 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 escalate 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 , 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…