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Contact Centre Executive

3 months ago

Manchester, United Kingdom Bright Horizons Family Solutions Full time

Job: Contact Centre Executive

Office is based off Oxford Rd Manchester

Full Time Hours Between 7am-7pm

Monday to Friday / All IT Equipment provided

Contract or Permanent Opportunities

**Salary**: £22k plus quarterly bonus

Mostly working from home

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

PERSONAL ATTRIBUTES
- Quiet and distraction-free working space
- Have a good internet connection

Enhanced DBS is needed for this role