Contact Centre Executive

Role overview

This fixed-term Contact Centre Executive position is based in Manchester and runs until the end of September 2026. The role is full time at 37.5 hours per week, worked Monday to Friday. It offers remote working with one day each week in the Manchester office.

The salary for this role is £26,000 per year. A laptop and headset will be provided. Two weeks of paid, full-time training is included, and the next training schools are scheduled for Monday 13 July 2026.

Applicants must submit a full CV showing complete employment history. Internal applicants are also required to attach an up-to-date CV to be considered.

Purpose of the role

The main objective of the role is to provide an excellent customer experience for every incoming call. You will also be responsible for following up on enquiries with the aim of increasing revenue and securing Back-Up Care.

Key duties

• Handle a large volume of inbound telephone calls, which make up about 90% of the role.
• Make outbound calls for the Back-Up Care service and follow up with prospective parents and suppliers after bookings or enquiries.
• Explain Bright Horizons Back-Up Care, related policies and procedures, and any client-specific steps, paperwork, and timelines.
• Assess customer care needs and record enquiry details accurately to support complete case management.
• Support customers by phone and email, including troubleshooting issues, researching options, and resolving immediate concerns.
• Provide timely follow-up communication and keep customers informed within agreed timeframes.
• Respond to inbound calls and emails quickly in line with service-level expectations.
• Work towards set KPIs and minimum performance standards.
• Handle escalations when required.
• Maintain a consistently high level of customer satisfaction.

Experience and requirements

Experience in customer service, especially within an inbound contact centre or customer service environment, is considered an advantage. Previous work in a high-volume setting, as well as experience with both inbound and outbound calls, is desirable.

This is a home-based role with the expectation that you can travel to the Manchester office one day per week. Candidates should have a quiet, distraction-free workspace, a reliable Wi-Fi connection, strong customer service skills, and comfort working to KPIs.

Safeguarding and recruitment checks

Bright Horizons is committed to safeguarding children and young people. The role is subject to safer recruitment practices and pre-employment screening, including an enhanced DBS check, which must be completed before any appointment is confirmed.

Additional information

The organisation is an inclusive employer and welcomes applicants from all backgrounds. Reasonable adjustments will be considered where needed. If you meet most of the requirements and share the organisation’s values and passion, you are encouraged to apply.

If you experience any issues with your application, you may contact europe.recruitment@brighthorizons.com for assistance.