At a Glance
- Tasks: Lead the contact centre, drive sales, and coach Booking Coordinators for success.
- Company: Join Neighborly, a leading home services company with a strong growth focus.
- Benefits: Competitive salary, career development, and a vibrant team culture.
- Other info: Exciting opportunities for career progression in a supportive atmosphere.
- Why this job: Make a real impact in a dynamic environment while developing your leadership skills.
- Qualifications: Experience in sales and team leadership is a plus.
The predicted salary is between 30000 - 40000 £ per year.
As Contact Centre Deputy, you will take a hands-on leadership role in the daily running of the contact centre, with a clear focus on driving sales conversion, coaching and developing Booking Coordinators, and ensuring operational excellence.
Working closely with the Contact Centre Managers, you will be accountable for maintaining high performance across inbound and outbound activity, embedding best practice sales behaviours, and ensuring KPIs such as handle rate, conversion, and job despatch are consistently achieved.
Key Responsibilities
- Sales Performance & Conversion
- Actively drive sales conversion across the contact centre by role-modelling effective call handling and objection handling techniques.
- Support Booking Coordinators in converting customer enquiries into confirmed jobs, stepping in on complex calls where required.
- Monitor call quality and performance metrics, providing real-time coaching to improve conversion and customer outcomes.
- Handle escalated customer enquiries and complaints professionally, turning challenges into sales and retention opportunities.
- Training & Development
- Lead the onboarding and training of new Booking Coordinators, ensuring they are confident, competent, and sales-focused from day one.
- Provide ongoing coaching, call listening, and feedback to embed consistent standards and continuous improvement.
- Support the development of existing team members to maximise performance, engagement, and career progression.
- Contact Centre Operations
- Oversee the day-to-day operations of the contact centre, ensuring workload is effectively managed and customer demand is met.
- Collaborate with Contact Centre Managers to ensure smooth job allocation and despatch, supporting engineers and booking teams with job board updates and ticket administration.
- Answer inbound calls from customers and engineers as required, ensuring handle rate and service level targets are met.
- Cover for Contact Centre Managers when needed, taking ownership of operational decisions and team leadership.
- Support engineers with diary management and resolve queries efficiently to minimise disruption and repeat contact.
Critical Success Factors
- Consistently achieve or exceed sales conversion targets across the contact centre.
- Maintain customer call handling service levels at or above agreed targets.
- Ensure new Booking Coordinators are fully trained, confident, and performing quickly against KPIs.
- Minimise repeat and avoidable engineer query calls through strong operational control.
- Foster high team morale, engagement, and a strong sales-driven culture within the contact centre.
Contact Centre Deputy in London employer: Neighborly®
Join Neighborly, a market-leading home service company with over 40 years of experience and a strong presence in the UK. As an Internal Recruiter, you'll thrive in a supportive and collaborative HR team, where your contributions will directly influence recruitment processes and enhance employee experiences. With a commitment to growth and innovation, Neighborly offers excellent benefits, including a company pension, life insurance, and access to an on-site gym, making it an exceptional employer for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Deputy in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Neighborly®. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Neighborly® before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Contact Centre Deputy in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Neighborly®:Your cover letter is your chance to shine! Tell us why you want to work at Neighborly® specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Neighborly®!
How to prepare for a job interview at Neighborly®
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
