Call Centre Advisor

Job title: Call Centre Advisor

Reports to: Head of Central Enrolments

Location: Hybrid 50/50 between Burntwood/Home based.

Employment Type: Part time permanent, 1 x 17.5 hours (Mon/Tue full day and 1 additional afternoon) and 1 x 21 hours (Wed/Thu/Fri full days) per week.

Salary: £13.40ph plus performance bonus

The Central Enrolments Team was established within Busy Bees in 2020 and since our launch we have gone from strength to strength, supporting over 360 nurseries and all our families who wish to join Busy Bees now and in the future. This is a fast‑paced, customer‑focused role where you’ll support parents with childcare enquiries and guide them through their journey with our nurseries.

We’re looking for someone who thrives under pressure, delivers excellent customer service and enjoys being part of a supportive team environment.

Established in 1983, Busy Bees is the largest early years education provider in the UK and the third largest globally, with nearly 1,000 childcare centres across 9 countries. We offer a supportive, inclusive, and rewarding work environment where employees can grow, develop, and make meaningful connections.

• Performance bonus up to £350 per month
• Sector‑leading Family Leave policies.
• Hive Rewards Gateway Benefits Platform with discounts and perks.
• 35% childcare discount
• 33 days of holiday, including bank holidays and your birthday off.
• Health and Wellbeing Support through our Employee Assistance Program and Mental Health Apps.
• Career Development and Training opportunities to help you grow.

• Taking inbound calls from potential customers, providing information on things such as price, funding options and availability of the sessions available within our nurseries
• Booking potential customers in for visits/tours of their chosen nursery/nurseries
• Making outbound calls to customers who have registered their interest in one of our nurseries
• Making outbound calls to customers who are already in their enrolments journey, providing advice, guidance and answering any questions that they may have
• Processing application forms and taking registration fee payments from our customers
• Handling a small number of customer complaints and passing the information on to the relevant internal contacts
• Contacting Nursery teams to find out information around their current and future spaces
• Updating our CRM with notes of each call made/received and assigning future calls/emails to be made/sent
• Hitting KPI's on a weekly basis
• Ensuring each call is handled in the correct manner and achieving a PASS on all of your internal call audits

• At least 2 years previous experience working within a busy call centre/customer contact role
• Ability to prioritise workload with ever changing demands
• Work well under pressure
• Works well to complete own goals but is also a great team player
• Passion to deliver the best customer service on every single call

Please note this role will mainly be based in our Offices in Burntwood so you must live within a reasonable commute to this location, however some days you may also be required to work from home.