Customer Service OOH Agent

Customer Service OOH Agent

Manchester Ardwick (M12

Full Time Permanent Contract

• Hours 37.5 per week
• Salary 22972.95

Do you want to work for one of the UKs leading housing and care service providers in the UK 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.

The Mears Red Thread:

At Mears the Red Thread is the DNA of our business it connects everything we do and everyone who works here.

Its who we are at our best. Its woven into every conversation every action and every improvement we make. Its how we work support each other and make a real difference to our clients customers and the communities we serve.

The Red Thread is not just a set of values its Our Way and its made up of four main strands:

• PEOPLE We always put people first.
• PURPOSE We do the right thing with a clear purpose.
• BETTER We take responsibility and make it better.
• TOGETHER We work andachievetogether.

Each of these strands relates to how we work and how we show up every single day for our customers our communities and for each other and how we make a real difference every single day.

Every day in every role in every location were all connected by the Red Thread. This is Our Way.

About the Role:

We are looking for an experienced Customer Service OOH Agent to join a highly motivated and skilled team who deliver a firstclass 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 telephonybased 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 onthejob 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.

Our Promises to you:

• We will lead you with integrity and trust.
• We will inspire and motivate you to achieve our shared goals
• We will be trustworthy reliable and dependable at all times
• We will treat you with honesty and respect regardless of who you are and where you come from.
• We will recognise your hardwork and achievements and help you improve in a supportive and structured way wherever needed.

Youll ideally have or be willing to work towards the following:

• Great Interpersonal Skills
• The drive to take ownership of an issue and see it through to an appropriate resolution.
• Able to work to targets and deadlines.
• Being able to cope with the workload expected in a fastpaced/complex environment.
• Genuinely wanting to connect with people and help them
• Leading by example.
• Problem solving.
• Adhering to established business policies and procedures

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 this includes but not limited to appearance company ID maintaining a high standard of health & safety requirements.

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 2week rotation A great opportunity for those who might have commitments during normal office hours such as education school runs appointments.

• Week 1: MondayFriday (weekend off) Shift starts at 16:00PM and finishes at 00:00AM with 30minute unpaid lunch break
• Week 2: MondayWednesday (Thursday & Friday off) & SaturdaySunday 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)

Site Information:

• The role is fully officebased at our location based in Ardwick (M12 great transport links 5minute walk from Hyde Road.
• Dress Code At Mears we take pride in our professionalism. This includes being professional in both conduct as well as appearance. We wear business attire within the office at all times except for the last working day of the week where we dress down in smartcasual attire
• Free Parking onsite ANPR system facilities to store bikes and motorbikes onsite
• Free shuttlebus from site to Manchester Piccadilly station in 15minute intervals between 7:30AM till 9:30AM and then between 16:30PM and 18:30PM

Where shift/working pattern adjustments need to be made subject to business need these will always be communicated at least a month in advance.

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 For employees in England this is usually a theme park such as Drayton Manor.
• 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.
• 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
• Mental Health First Aider Network Confidential MHFA support and signposting.
• Employee of the Month Award (Departmental) a chance to win recognition within the department as well as monthly/yearly rewards vouchers.
• Extensive L&D Programme that offers fully accredited certification in areas such as Prevent/Safeguarding and Mental Health Awareness.
• Mears Amazing Employee Awards
• Subsidised Eye Tests and cost towards glasses for DSE use
• Employee Networks and SubForums

As part of the recruitment process for this role we will carry out a DBS & BPSS check as well as Security Clearance or CounterTerrorism Checks. For these checks to be completed we will require from you the relevant identification including:

One form of photographic identification such as passport driving licence etc. Proof of Right to Work in the UK documentation (as applicable) UK passport birth certificate naturalisation certificate/indefinite leave to remain document Government EU settled status share code. Documentation with your National Insurance number on it etc payslip letter from DWP UC JSA or HB etc. Documentation to show proof of current address must be dated within last 3 months bill bank statement doctors letter etc. Documentation that shows proof of residence in UK for last 5 years. X2 References from previous employment. (One must be professional/academic the second can be personal if needed) Name Relation to you and email is all that is needed.

Apply below or to discuss your application further; contact:

If you need any help with your application process we are here to support you. We will be accessible every step of the way.

At Mears Group we are committed to fostering a diverse and inclusive environment where everyone can thrive we are a Disability Confident employer valuing individuality and ensuring equal opportunities for all.

We proudly support the Armed Forces Covenant and are honoured to have achieved the Gold Award in the Defence Employer Recognition Scheme (ERS) to coincide with this we hold an Endorser Award for the Career Transition Partnership recognising our commitment to veterans transitioning into civilian careers.

In our continued effort to promote social mobility we invite applicants to voluntarily share their background information during the application stages to help us better understand the diverse experiences of our candidates. This is to ensure we are committed to improving social mobility. We use the Social Mobility Index to assess and enhance opportunities for individuals from diverse backgrounds. These questions are optional and will not impact your ability to apply.