At a Glance
- Tasks: Deliver exceptional customer service through high-volume inbound and outbound calls.
- Company: Bright Horizons, a leader in childcare solutions with a commitment to inclusivity.
- Benefits: Competitive salary, remote work flexibility, and provided equipment.
- Other info: Opportunity for career growth and a supportive work environment.
- Why this job: Join a dynamic team and make a real difference in families' lives.
- Qualifications: Experience in customer service and strong communication skills.
Contract Contact Centre Executive FTC Full Time – 37.5 hours per week, Monday to Friday, Manchester. Duration: until the end of September 2026. Salary: £26,000 per annum. Remote working with one day a week in the Manchester office – laptop and headset provided.
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 enquiries, ultimately growing revenue and securing Back‑up Care.
Responsibilities
- Handle high volume inbound calls by telephone (90% of the role).
- 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, incorporating 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 from home and travel to the Manchester office one day a week.
Desirable Experience
- Customer service experience in a high‑volume setting.
- Inbound and outbound call experience.
Personal Attributes
- Quiet and distraction‑free working space.
- Good Wi‑Fi connection.
- Excellent customer service skills.
- Comfortable working to KPIs.
EEO Statement
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.
Contact Centre Executive in Manchester employer: MP Training and Recruitment
Bright Horizons is an exceptional employer that prioritises employee well-being and professional growth, offering a supportive work culture that values diversity and inclusion. With the flexibility of remote working combined with a collaborative office environment in Manchester, employees enjoy a balanced work-life dynamic while contributing to meaningful customer service experiences. The company provides comprehensive training and development opportunities, ensuring that every Contact Centre Executive can thrive and advance their career within a nurturing and innovative setting.
Contact Details:
MP Training and Recruitment Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Executive in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at MP Training and Recruitment. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like MP Training and Recruitment before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Contact Centre Executive in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to MP Training and Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at MP Training and Recruitment specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at MP Training and Recruitment!
How to prepare for a job interview at MP Training and Recruitment
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
