Job: Contact Centre Executive Location: Manchester Office with a requirement to work in the office each week Type: Full Time / 37.50 hours per week / Shift Pattern Monday to Friday between 7am-7pm Salary: £24k plus quarterly bonus Closing Date 2/1/26 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 services, inbound Contact centre essential Experience of working to targets and KPIs Experience of receiving a high volume of calls daily PERSONAL ATTRIBUTES Quiet and distraction-free working space Have a good internet connection Bright Horizons are committed to creating inclusive environments where everyone has a sense of belonging and has the opportunity to contribute and thrive in meaningful and impactful ways. 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! Please note, due to our sector all roles are subject to an Enhanced DBS. Some of our roles require specific qualifications by law, this will be highlighted as essential within the advert. We look forward to receiving your application! If you experience any problems, please email europe.recruitment@brighthorizons.com and we will be happy to help. At Bright Horizons, our culture is built on our commitment to Keeping Everyone Safe and providing world-class care and education, delivered by a world-class workforce. We believe our people’s potential is endless and with this in mind, we aspire to create an environment where our colleagues can thrive and accomplish the things they thought impossible. Bright Horizons has been recognised as a Great Place to Work by our employees and the Great Place to Work Institute for the last 13 years. We care passionately about what we do, and our HEART values and principles help us support one another in the work that we do each day. These are quite literally at the HEART of our organisation’s ethos and culture as it helps us to provide a working environment that supports professionalism, growth and diversity. We are passionate about our people’s ongoing learning and development. Our learning and leading with HEART framework supports each Bright Horizons colleague on the first steps of their leadership journey, whether that includes our 'World-Class Welcome' induction or our extensive ongoing training programme. Either way we want you to feel valued and invested in! Celebrating in the accomplishments of our people is an essential part of our culture. We believe in the power of “thank you” and throughout the year, in ways big and small, formal and informal, we show our appreciation for employees at all levels. We have many ways to acknowledge and celebrate our people, including our very popular “employee appreciation month”. This is a chance for everyone to share their gratitude to one another, across the whole company. Whether it is a “thank you” placed on our website, a chocolate pizza, team lunch or an ice cream van visit, it is our way of showing each other we care and appreciate everything we do. Each year, we have our annual 'Awards of Excellence' events; whether you are an award winner or cheering on a fellow team member, these formal award occasions are opportunities to come together and celebrate one another. By creating this account you acknowledge that Bright Horizons will collect, store and process any of your personal data provided in respect of your application and employment in accordance with our Employee Privacy Notice. https://www.brighthorizons.co.uk/statutory-information/privacy-notice-employees.