Customer Service OOH Agent

About the Role

The Customer Service Agent is responsible for delivering high-quality, customer-focused support across a range of Local and Central Government contracts. This includes handling enquiries related to housing, repairs, ASB, transport, and other services. The role requires compassion, empathy, and a commitment to resolving issues effectively, particularly when supporting vulnerable customers.

• 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.

Role Criteria

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

Location Details

• Office-based in Ardwick (M12), 5-minute walk from Hyde Road
• Free on-site parking and bike/motorbike storage
• Free shuttle bus to Manchester Piccadilly Station during peak hours

Mears 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

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