About the Role
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We are looking for a Customer Service OOH Agent to join a highly motivated and skilled Night Shift team who deliver a first-class service to our customers and clients. You will field enquiries from customers across a range of Local and Central Government contracts and services - dealing with matters such as repairs, rents, tenancies, ASB, transport and more. Many of our customers are highly vulnerable and so being compassionate, empathetic and determined to help is essential to being successful within the role. You will work to a number of Key Performance Indicators within a range of Service Level Agreements.
Due to the nature of our role as well the specific needs of our customer base, we value quality interactions with our customers over strict telephony-based metrics. You would not typically expect a significant or meaningful conversation in real life to last exactly 5 minutes and likewise, where our customers need it, we focus on talking to them, one person to another.
You can expect daily ‘on-the-job’ support from your colleagues and line management, as well as weekly coaching sessions and monthly 121s – all of which feed into your annual appraisal. We learn and grow together, and so as a team we are invested in your success within the role.
As part of the training process you will be required to complete training during out of hours before starting your night shift, the training will take up to 4 weeks 16:00- 00:00 Monday to Friday.
Our Promises to you:
1. We will lead you with integrity and trust.
2. We will inspire and motivate you to achieve our shared goals
3. We will be trustworthy, reliable and dependable at all times
4. We will treat you with equity, honesty and respect regardless of who you are and where you come from.
5. We will recognise your hard-work and achievements and help you improve in a supportive and structured way, wherever needed.
You’ll ideally have or be willing to work towards the following:
6. The desire and ability to work over night till the morning on a Night Shift
7. Great Interpersonal Skills via phone and email.
8. The drive to take ownership of an issue and see it through to an appropriate resolution.
9. Able to work to targets and deadlines.
10. Being able to cope with the workload expected in a fast-paced/complex environment.
11. Genuinely wanting to connect with people and help them
12. Leading by example.
13. Problem solving.
14. Adhering to established business policies and procedures
Role Criteria:
15. Basic IT literacy - able to use Microsoft Word, Excel and Outlook
16. Substantial experience within a customer service environment OR transferrable skills and a willingness to learn
17. Good written and spoken communications
18. Ensuring the customer experience is central to all activities by adopting a professional manner when communicating with all stakeholders, this includes but not limited to - appearance, company ID, maintaining a high standard of health & safety standards.
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Working Hours & Site Details:
Customer Service OOH Agent (Night Shift) – 40 hours a week:
19. 4 days on and then 4 days off – Start of shift at20:00PMand end of shift at08:30AM(the next day) including 30-minute unpaid lunch/screen break
Site Information:
20. The role is fully office-based at our location based in Ardwick (M12) – great transport links - 5-minute walk from Hyde Road.
21. Free Parking on-site – ANPR system – facilities to store bikes and motorbikes onsite
22. Free shuttlebus between site and Manchester Piccadilly station in 15-minute intervals - between 7:30AM till 9:30AM and then between 16:30PM and 18:30PM
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