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Mears Group PLC · 1 week ago

Customer Service OOH Agent

Manchester, MO

Part-time

Onsite

New Grad, Entry Level

Mears Group PLC is seeking a Customer Service OOH Agent to provide high-quality, customer-focused support across various Local and Central Government contracts. The role involves handling inquiries related to housing, repairs, and transport while ensuring a compassionate approach towards vulnerable customers.

CommunitiesReal Estate

No H1B

Responsibilities

Respond to customer enquiries via telephone and email, ensuring accurate information capture and resolution

Take ownership of issues and follow through to appropriate outcomes

Work within agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), prioritising quality interactions over rigid call times

Problem-solve and escalate issues where necessary, adhering to business policies and procedures

Maintain accurate records and update systems in line with GDPR and internal standards

Ensure the customer experience remains central to all activities, including professional communication and compliance with health and safety standards

Qualification

Customer service experienceBasic IT literacyWork to targetsProblem-solving skillsCompassionate approachTeam contributionAdherence to policiesInterpersonal skillsWritten communicationVerbal communication

Required

Great interpersonal skills and a genuine desire to connect with and support others

Compassionate and professional approach when dealing with vulnerable customers

Strong problem-solving skills and the drive to take ownership of issues through to resolution

Ability to work to targets and deadlines while maintaining quality service

Comfortable working in a fast-paced and often complex environment

Leads by example and contributes positively to team culture

Adheres to established business policies, procedures, and service standards

Basic IT literacy, including use of Microsoft Word, Excel, and Outlook

Good written and verbal communication skills

Substantial experience in a customer service environment, or transferrable skills with a willingness to learn

Maintains a professional manner at all times, including appearance, use of company ID, and adherence to health & safety standards

Ensures the customer experience is central to all activities and interactions

Willing and able to work flexibly as part of a rota, including evenings, weekends, and bank holidays as required

Benefits

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 Sub-Forums

Canteen and payable gym available