Customer Service OOH Agent

Livin Housing Limited; Manchester; On-site; GBP 21,000 - 23,000

Job description

Annual salary: up to £21,537.14

Customer Service OOH Agent

Manchester – Ardwick (M12)

Full Time, Permanent Contract

• Hours – 37.5 per week
• Salary - £22,972.95

‘’Do you want to work for one of the UK’s leading housing and care service providers? Are you somebody who is open to new opportunities, works to achieve high standards and is customer focused? If so, we have an exciting opportunity for a Customer Service OOH (Out of Hours) Service Agent to join our rapidly expanding teams.’’

About the Role:

We are looking for an experienced Customer Service OOH Agent to join a highly motivated and skilled 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 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.

Role Criteria:

• Basic IT literacy - able to use Microsoft Word, Excel and Outlook
• Substantial experience within a customer service environment or transferrable skills and a willingness to learn
• Good written and spoken communications
• Ensuring the customer experience is central to all activities by adopting a professional manner when communicating with all stakeholders.

All our roles require candidates to have the entitlement to work within the UK, Mears does not currently offer visa sponsorship.

Working Hours & Site Details:

Customer Services OOH Agent - 37.5 hours a week, Evening and Weekends, 2-week rotation - A great opportunity for those who might have commitments during normal office hours such as education, school runs, appointments.

• Week 1: Monday-Friday (weekend off) – Shift starts at 16:00PM and finishes at 00:00AM with 30-minute unpaid lunch break
• Week 2: Monday-Wednesday (Thursday & Friday off) & Saturday-Sunday – Shifts on a weekday remain the same as above and on a weekend can range between 08:00AM – 16:00PM (Morning Shift) or 16:00PM to 00:00PM (Evening Shift)

Benefits we can offer you:

• Friendly, supportive and progressive work culture and environment.
• 25 days annual leave plus bank holidays
• Annual Mears Fun Day – Free day out for you, friends/family paid for by Mears in recognition of your hard work throughout the year.
• Volunteering Leave - Mears supports employees to undertake paid volunteering in the community.
• Staff perks with Mears Rewards - discounts of up to 10% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more.
• Employee Assistance Programme – Confidential support services for Mental and Physical wellbeing.

As part of the recruitment process for this role, we will carry out a DBS & BPSS check, as well as Security Clearance or Counter-Terrorism Checks.

Apply below or to discuss your application further; contact: Lauren Bellini ([e-mail])

At Mears Group, we are committed to fostering a diverse and inclusive environment where everyone can thrive.