Contact Centre Executive

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:

• 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 COVID-19, 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
• Assist customers on the phone and/or through e-mail communication by troubleshooting, researching, and finding resolutions that meet their immediate needs
• Provide follow-up communication and/or update expectations with customers, in accordance with agreed upon timeframes
• Answer incoming calls and emails in a timely manner as identified by service level standards
• Meet minimum performance standards
• Assist customers with escalations when appropriate
• Maintain a high-level of customer satisfaction.

ESSENTIAL EXPERIENCE:

• Previous experience within customer service, inbound contact centre is essential
• Experience of working to targets and KPIs
• Must be able to work Monday to Friday between 7am-7pm (weekly rotating shifts)
• Experience of receiving a high volume of calls daily
• Experience working from home in a quiet space with strong WIFI
• Ability to prioritise and work autonomously is essential

PERSONAL ATTRIBUTES

• Quiet and distraction-free working space
• Have a good internet connection

Bright Horizons is committed to safeguarding and promoting the welfare of children and young people. This post is subject to safer recruitment practice and pre-employment checks, including an enhanced DBS check, which will be undertaken before any appointment is confirmed. We are an inclusive employer and welcome people from all backgrounds to apply. We will consider reasonable adjustments required by applicants. If you share our passion, values, and have most of the skills listed, we encourage you to apply – as you may be just what we are looking for!

We look forward to receiving your application!

If you experience any problems, please email [email protected] and we will be happy to help.