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.
- 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
At Neighborly, we pride ourselves on being an exceptional employer, offering a dynamic work environment where leadership and personal development are at the forefront. As a Contact Centre Deputy, you will benefit from a culture that values coaching and continuous improvement, alongside opportunities for career progression within a rapidly growing company with a strong reputation in the home services industry. Our commitment to employee engagement and operational excellence ensures that you will thrive in a supportive atmosphere while driving sales success.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Deputy in London
✨Tip Number 1
Get to know the company inside out! Research Neighborly and its brands, like Pimlico Plumbers and Drain Doctor. This way, when you chat with them, you can show off your knowledge and passion for their mission.
✨Tip Number 2
Practice makes perfect! Role-play common interview scenarios with a mate or in front of the mirror. Focus on demonstrating your leadership skills and how you can drive sales conversion – that’s what they’re after!
✨Tip Number 3
Don’t just sit back and wait for the call! Follow up after your interview with a friendly email thanking them for the opportunity. It shows you’re keen and keeps you fresh in their minds.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and really interested in joining the team at Neighborly.
We think you need these skills to ace Contact Centre Deputy in London
Some tips for your application 🫡
Show Your Sales Skills:When you're writing your application, make sure to highlight any experience you have in driving sales conversion. We want to see how you've successfully handled customer enquiries and turned them into sales, so share those success stories!
Emphasise Team Leadership:As a Contact Centre Deputy, you'll be leading a team, so don’t forget to mention your leadership experience. Talk about how you've coached or developed others in the past, and how you can bring that to our team at StudySmarter.
Be Specific About Your Achievements:Use numbers and specific examples to back up your claims. If you've met KPIs or improved performance metrics in previous roles, let us know! This will help us see the impact you've made in your past positions.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join the StudySmarter family!
How to prepare for a job interview at Neighborly
✨Know Your Sales Techniques
Brush up on effective call handling and objection handling techniques. Be ready to discuss how you've successfully converted customer enquiries into confirmed jobs in the past. This will show that you understand the sales performance aspect of the role.
✨Showcase Your Coaching Skills
Prepare examples of how you've trained or developed team members before. Highlight your approach to providing real-time coaching and feedback, as this is crucial for supporting Booking Coordinators in their roles.
✨Understand Operational Excellence
Familiarise yourself with key performance indicators (KPIs) relevant to the contact centre. Be prepared to discuss how you would ensure these targets are met while maintaining high service levels and managing workloads effectively.
✨Demonstrate Problem-Solving Abilities
Think of instances where you've handled escalated customer enquiries or complaints. Be ready to explain how you turned challenges into opportunities, showcasing your ability to maintain customer satisfaction while driving sales.
