Mears Group Plc
Provider of UK housing repairs, maintenance, care services, development and facilities management
Customer Service OOH Agent
Provide compassionate support to customers via phone/email across various services.
Job Highlights
About the Role
As a Customer Service OOH Agent, you will provide high‑quality, customer‑focused support across a range of local and central government contracts, handling enquiries about housing, repairs, antisocial behaviour, transport and other services while paying particular attention to vulnerable customers. • Respond to customer enquiries via telephone and email, capturing accurate information and ensuring resolution. • Take ownership of issues and follow through to appropriate outcomes, escalating when necessary. • Work within agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), prioritising quality interactions. • Maintain accurate records and update systems in compliance with GDPR and internal standards. • Provide professional communication while adhering to health and safety standards.
Key Responsibilities
- ▸enquiry handling
- ▸issue ownership
- ▸kpi management
- ▸record keeping
- ▸professional communication
- ▸customer service
What You Bring
The position requires compassion, empathy and strong problem‑solving skills, with a focus on taking ownership of issues, working within agreed SLAs and KPIs, and maintaining accurate records in line with GDPR and internal standards. Professional communication and adherence to health‑ and‑safety policies are essential. • Strong interpersonal skills with a genuine desire to support others, especially vulnerable customers. • Compassionate, professional approach and ability to problem‑solve and own issues to resolution. • Ability to meet targets and deadlines while maintaining quality service in a fast‑paced environment. • Basic IT literacy (Microsoft Word, Excel, Outlook) and good written and verbal communication. • Significant customer service experience or transferable skills and willingness to learn. • Professional appearance, use of company ID, and adherence to health & safety standards.
Requirements
- ▸interpersonal
- ▸problem solving
- ▸microsoft excel
- ▸customer service
- ▸health & safety
- ▸gdpr
Benefits
The role offers an annual salary of up to £24,668.40 on a full‑time, fixed‑term contract lasting until 31 January 2027, with a 37.5‑hour week. Working hours follow a two‑week rotating pattern that includes evenings and weekends, based in an office in Ardwick, Manchester, with free on‑site parking, bike storage and a shuttle to Manchester Piccadilly. Mears Group promotes a friendly, supportive and progressive work culture, offering extensive benefits, generous leave, and a commitment to diversity, inclusion and veteran support. The company’s values centre on customers, innovation, teamwork and responsibility. • Flexible availability for evenings, weekends, and bank holidays as part of a rotating roster. • 25 days annual leave plus bank holidays. • Mears Fun Day (paid day out for employee and family). • Paid volunteering leave. • Staff discounts through Mears Rewards (groceries, holidays, eye‑test vouchers, etc.). • Employee Assistance Programme and Mental Health First Aider Network. • Employee of the Month award with reward vouchers. • Fully accredited learning & development programmes (e.g., Prevent, Safeguarding, Mental Health Awareness). • Subsidised eye tests and contribution towards glasses for DSE use. • Free on‑site parking, bike storage and shuttle service to Manchester Piccadilly. • Canteen and payable gym facilities.
Work Environment
Field