Job Description
Contract Contact Centre Executive - FTC
Full Time / 37.50 hours per week / Monday to Friday / Manchester
Duration: Until end of September 2026
Salary £26k per annum
Remote working with one day a week in the Manchester office
- Laptop and Headset provided
- Next Training Schools are planned for Monday 13th July 2026
- Two Weeks of paid full time training
- Full and relevant CV must be attached with FULL employment history
All Internal applications must attach an up to date CV to be considered
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 high volume inbound calls by telephone
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 and set KPIs
Assist customers with escalations when appropriate
Maintain a high-level of customer satisfaction.
Essential Experience Previous experience within customer services, inbound Customer Service Centre / Environment is advantageous
Ability to work at home and travel to the Manchester office one day a week
Experience Desirable Customer service experience in a high volume setting
Inbound and outbound call experience
PERSONAL ATTRIBUTES Quiet and distraction-free working space
Good WIFI connection
Excellent Customer Service skills
Comfortable working to KPIs
*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 europe.recruitment@brighthorizons.com and we will be happy to help.