Provider of UK housing repairs, maintenance, care services, development and facilities management
As a Customer Service OOH Agent, you will deliver high‑quality, customer‑focused support across a range of local and central government contracts. You will handle enquiries via telephone and email on topics such as housing, repairs, anti‑social behaviour, transport and other services, ensuring accurate information capture and resolution. The role requires compassion, empathy and a commitment to resolving issues for vulnerable customers while adhering to Service Level Agreements and Key Performance Indicators.
You must possess great interpersonal skills, a genuine desire to support others, and a professional approach when dealing with vulnerable people. Strong problem‑solving abilities, ownership of issues and the ability to meet targets while maintaining quality are essential. Basic IT literacy (Microsoft Word, Excel, Outlook) and substantial customer‑service experience or transferable skills are also required.
All candidates must have the right to work in the UK as the company does not offer visa sponsorship. The recruitment process includes background, identity and BPSS checks, requiring proof of address, references, a valid passport and UK residence for the past five years. Mears Group is committed to diversity, inclusion, the Armed Forces Covenant and social mobility, encouraging optional sharing of background information.
The role offers an annual salary of up to £12,742.36 for a full‑time, 12‑month fixed‑term contract based in Manchester – Ardwick (M12). It is a 20‑hour per week position working weekends, specifically Saturdays and Sundays from 10 am to 8.30 pm.
The office is located in Ardwick, a five‑minute walk from Hyde Road, with free on‑site parking, bike/motorbike storage and a complimentary shuttle to Manchester Piccadilly during peak hours. The role operates on a flexible rota, including evenings, weekends and bank holidays, with any pattern changes communicated at least a month in advance.
Mears Group provides a supportive and progressive work culture, 25 days of annual leave plus bank holidays, and a range of employee benefits such as a free Mears Fun Day, volunteering leave, discounts through Mears Rewards, an Employee Assistance Programme, and extensive learning and development opportunities. Additional perks include subsidised eye tests, a canteen, payable gym, and various employee awards.