Customer Service OOH Agent

Annual salary: up to £24,870.29

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:

• Week 1:
  Monday to Friday, 4:00 PM to 12:00 AM (weekend off)
• Week 2:
  Three days in the week, Saturday and Sunday
  • Weekday shifts: 4:00 PM to 12:00 AM
  • Weekend shifts: 2:00 PM to 10:00 PM

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 escape 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.

• 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. Adjustments will be communicated at least a month in advance.

• 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

• Friendly, supportive and progressive work culture and environment.
• 25 days annual leave plus bank holidays
• Annual Mears Fun Day – free day out for you and paid for friends/family in recognition of your hard work throughout the year.
• Volunteering Leave – support employees to undertake paid volunteering in the community.
• Staff perks with Mears Rewards – discounts on weekly groceries, holidays, eye‑test vouchers, share‑save scheme and more.
• Employee Assistance Programme – confidential support services for mental and physical well‑being.
• 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 offering 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.

We are a Disability Confident employer and are committed to fostering a diverse and inclusive environment where everyone can thrive, ensuring equal opportunities for all.

At Mears Group, we proudly support the Armed Forces Covenant and have achieved the Gold Award in the Defence Employer Recognition Scheme, as well as an Endorser Award for the Career Transition Partnership.

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. These questions are optional and will not impact your ability to apply.