Contact Centre Executive - Manchester, United Kingdom - Bright Horizons Family Solutions

Bright Horizons Family Solutions
Bright Horizons Family Solutions
Verified Company
Manchester, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description
CONTRACT - Contact Centre Executive

Based in Manchester / Remote Role - Full Time

Monday to Friday - Shifts between 7am-7pm

£22k per annum

Start Date 5th June September 2023


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 COVID19, 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 followup 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 highlevel of customer satisfaction.

ESSENTIAL EXPERIENCE:

  • Previous experience within customer services, inbound Contact centre being advantageous

EXPERIENCE DESIRABLE:

  • Customer service experience

PERSONAL ATTRIBUTES

  • Quiet and distractionfree working space
  • Have a good internet connection
This role requires an enhanced DBS.
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