Job: Contact Centre Executive
Location: Manchester Office - Mandatory Office attendance 1 day per week
*You need to live within reasonable commuting distance to the office*
Type: Full Time / 37.50 hours per week / Shift Pattern Monday to Friday between 7am-7pm
Salary: £24k plus quarterly bonus
Closing Date 18th February 2026 or until candidate is hired
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:
1. 90% of role will be handling inbound calls by telephone, providing information, booking personal tours and taking reservations for Back –Up Care business
2. Currently home based following COVID-19, However, you may be required to possibly return to an office based environment
3. Perform outgoing calls for our Back-Up Care business and outbound calls to prospective parents and suppliers following their booking or enquiry
4. 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
5. Complete and record enquiry data accurately, to incorporate full case Management
6. Assist customers on the phone and/or through e-mail communication by troubleshooting, researching, and finding resolutions that meet their immediate needs
7. Provide follow-up communication and/or update expectations with customers, in accordance with agreed upon timeframes
8. Answer incoming calls and emails in a timely manner as identified by service level standards
9. Meet minimum performance standards
10. Assist customers with escalations when appropriate
11. Maintain a high-level of customer satisfaction.
ESSENTIAL EXPERIENCE:
12. Previous experience within customer service, inbound contact centre is essential
13. Experience of working to targets and KPIs
14. Must be able to work Monday to Friday between 7am-7pm (weekly rotating shifts)
15. Experience of receiving a high volume of calls daily
16. Experience working from home in a quiet space with strong WIFI
17. Ability to prioritise and work autonomously is essential
PERSONAL ATTRIBUTES
18. Quiet and distraction-free working space
19. Have a good internet connection
We look forward to receiving your application!