Contact Centre Executive

2 weeks ago


Manchester, United Kingdom Bright Horizons Family Solutions Full time

Job:
Contract Contact Centre Executive

Location:
Manchester

Salary:
£22k plus quarterly bonus opportunity

Hours:
Full Time - Between 7am-7pm Monday to Friday

Model:
Hybrid - 2 days in the Manchester Office 3 days from home

IT Equipment Provided - Start Dates during April and May 2023

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 inbound calls by telephone, providing information, booking personal tours and taking reservations for Back -Up Care business

Currently home based following COVID-19, However, you may be required to possibly return to an office based environment

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

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

Meet minimum performance standards

Assist customers with escalations when appropriate

Maintain a high-level of customer satisfaction.

ESSENTIAL EXPERIENCE:
Previous experience within customer services, inbound contact centre being advantageous

EXPERIENCE DESIRABLE:
Customer Service Experience

Ability to handle a variety of telephone calls from clients each day

Ability to prioritise and problem solve

Ability to work Full Time - 40 hours per week

PERSONAL ATTRIBUTES
Ability to work shifts from 7am - 7pm Monday to Friday

Quiet and distraction-free working space needed at home

Have a good internet connection

An enhanced DBS check is required for this role.

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