Job Description

Contract Contact Centre Executive

Full Time / 37.50 hours per week / Monday to Friday/ 3/4 Month Temporary Contract

Salary £26k per annum

Remote working with one day a week in the Manchester office

- Laptop and Headset provided

- Next Training Schools are planned for 5/5/26 and 18/5/26

-Two Weeks of paid full time training

All Internal applications must attach an up to date CV to be considered

PURPOSE OF ROLE:
The primary purpose of the Contact Centre Executive is to deliver an exceptional Customer service experience to all incoming calls .You will be accountable for following up on all enquires, ultimately growing revenue and securing Back up Care.

RESPONSIBLE FOR:

• 90% of role will be handling high volume inbound calls by telephone

• Perform outgoing calls for our Back-Up Care business and outbound calls to prospective parents and suppliers following their booking or enquiry

• Educate customers on Bright Horizons’ Back-Up Care, policies, and procedures, and help them to understand any client specific processes, documentation, and timelines, whilst assessing their care needs

• Complete and record enquiry data accurately, to incorporate full case Management

• Assist customers on the phone and/or through e-mail communication by troubleshooting, researching, and finding resolutions that meet their immediate needs

• Provide follow-up communication and/or update expectations with customers, in accordance with agreed upon timeframes

• Answer incoming calls and emails in a timely manner as identified by service level standards

• Meet minimum performance standards and set KPIs

• Assist customers with escalations when appropriate

• Maintain a high-level of customer satisfaction.

ESSENTIAL EXPERIENCE:

• Previous experience within customer services, inbound Customer Service Centre / Environment is advantageous

• Ability to work at home and travel to the Manchester office one day a week

EXPERIENCE DESIRABLE:

• Customer service experience in a high volume setting

• Inbound and outbound call experience

PERSONAL ATTRIBUTES

• Quiet and distraction-free working space

• Good WIFI connection

• Excellent Customer Service skills

• Comfortable working to KPIs

Bright Horizons is committed to safeguarding and promoting the welfare of children and young people. This post is subject to safer recruitment practice and pre-employment checks, including an enhanced DBS check, which will be undertaken before any appointment is confirmed. We are an inclusive employer and welcome people from all backgrounds to apply. We will consider reasonable adjustments required by applicants. If you share our passion, values, and have most of the skills listed, we encourage you to apply – as you may be just what we are looking for!

We look forward to receiving your application!

If you experience any problems, please email europe.recruitment@brighthorizons.com and we will be happy to help.