About the Role
The Customer Service Agent is responsible for delivering high-quality, customer-focused support across a range of Local and Central Government contracts. This includes handling enquiries related to housing, repairs, ASB, transport, and other services. The role requires compassion, empathy, and a commitment to resolving issues effectively, particularly when supporting vulnerable customers.
1. Respond to customer enquiries via telephone and email, ensuring accurate information capture and resolution.
2. Take ownership of issues and follow through to appropriate outcomes.
3. Work within agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), prioritising quality interactions over rigid call times.
4. Problem-solve and escalate issues where necessary, adhering to business policies and procedures.
5. Maintain accurate records and update systems in line with GDPR and internal standards.
6. Ensure the customer experience remains central to all activities, including professional communication and compliance with health and safety standards.
Role Criteria
7. Great interpersonal skills and a genuine desire to connect with and support others
8. Compassionate and professional approach when dealing with vulnerable customers
9. Strong problem-solving skills and the drive to take ownership of issues through to resolution
10. Ability to work to targets and deadlines while maintaining quality service
11. Comfortable working in a fast-paced and often complex environment
12. Leads by example and contributes positively to team culture
13. Adheres to established business policies, procedures, and service standards
14. Basic IT literacy, including use of Microsoft Word, Excel, and Outlook
15. Good written and verbal communication skills
16. Substantial experience in a customer service environment, or transferrable skills with a willingness to learn
17. Maintains a professional manner at all times, including appearance, use of company ID, and adherence to health & safety standards
18. Ensures the customer experience is central to all activities and interactions
19. Willing and able to work flexibly as part of a rota, including evenings, weekends, and bank holidays as required - Where shift/working pattern adjustments need to be made subject to business need, these will always be communicated at least a month in advance.
Location Details
20. Office-based in Ardwick (M12), 5-minute walk from Hyde Road
21. Free on-site parking and bike/motorbike storage
22. Free shuttle bus to Manchester Piccadilly Station during peak hours
Mears Benefits:
23. Friendly, supportive and progressive work culture and environment.
24. 25 days annual leave plus bank holidays
25. Annual Mears Fun Day – Free day out for you, friends/family paid for by Mears in recognition of your hard work throughout the year – For employees in England, this is usually a theme park such as Drayton Manor.
26. Volunteering Leave - Mears supports employees to undertake paid volunteering in the community, in support of our social value commitments – do something worthwhile for a cause close to your heart.
27. Staff perks with Mears Rewards - discounts of up to 10% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more
28. Employee Assistance Programme – Confidential support services for Mental and Physical wellbeing
29. Mental Health First Aider Network – Confidential MHFA support and signposting.
30. Employee of the Month Award (Departmental) – a chance to win recognition within the department as well as monthly/yearly rewards vouchers.
31. Extensive L&D Programme that offers fully accredited certification in areas such as Prevent/Safeguarding and Mental Health Awareness.
32. Mears Amazing Employee Awards
33. Subsidised Eye Tests and cost towards glasses for DSE use
34. Employee Networks and Sub-Forums
35. Canteen and payable gym available
All our roles require candidates to have the entitlement to work within the UK, Mears does not currently offer visa sponsorship.