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For Companies At a Glance
- Tasks: Support daily operations in a dynamic contact centre, ensuring smooth job allocation and customer satisfaction.
- Company: Join Pimlico Plumbers, London's largest independent servicing company with a commitment to excellence.
- Benefits: Enjoy career growth opportunities, competitive salary, and a vibrant team environment.
- Why this job: Make a real impact by leading a team and enhancing customer service experiences.
- Qualifications: 2+ years in contact centre operations with strong leadership and customer service skills.
- Other info: Be part of a growing family business with over 40 years of success in the service industry.
The predicted salary is between 28800 - 43200 ÂŁ per year.
Contact Centre Deputy Manager â Pimlico Plumbers
We\âre seeking a Contact Centre Deputy Manager with proven experience in leading contact centre operations, driving performance, and supporting a highâfunctioning team. This role is ideal for someone who thrives in a fastâpaced environment and is passionate about delivering results through people, processes, and technology.
Responsibilities
Operational Leadership : Partner with Contact Centre Managers to oversee daily operations, ensuring optimal job allocation, dispatch efficiency, and realâtime job board accuracy.
Team Management : Act as a key support and escalation point for booking coordinators and engineers, fostering a collaborative and highâperforming team culture.
Performance Monitoring : Drive achievement of KPIs including handle rate, conversion, and customer satisfaction. Use data insights to identify trends and implement improvement.
Customer Experience : Lead by example in delivering outstanding service, handling escalations professionally, and ensuring customer queries are resolved effectively.
Managerial Cover : Step into the Contact Centre Manager role when required, maintaining continuity and leadership across all contact centre functions.
Experience & Qualifications
Minimum 2 years\â experience managing or leading contact centre operations, ideally within a service or trades environment.
Strong understanding of contact centre metrics and how to influence them.
Proven ability to lead teams, manage performance, and drive engagement.
Excellent communication and problemâsolving skills, with a customerâfirst mindset.
Experience with job dispatch systems, ticketing platforms, and CRM tools.
Critical Success Factors
Maintain customer phoneâcall handling service levels at or above agreed levels.
Achieve contact centre conversion rates aligned with business goals.
Reduce engineer query calls through proactive support and clear communication.
Maintain high morale, team spirit, and staff engagement among all team members.
About Pimlico PlumbersPimlico Plumbers is London\âs largest independent servicing and maintenance company and a leader in delivering exceptional customer service since 1979. As part of the Neighbourly group, we enjoy expanded resources and broader opportunities for career growth within the service industry.
Our Brands
Drain Doctor
Bright & Beautiful
Countrywide Grounds Maintenance
Dream Doors
Greensleeves Lawn Care
Canteen
Company pension
Life insurance
Onâsite gym
Referral programme
Senior LevelMidâSenior level
Employment typeFullâtime
Job FunctionSales, Management, and Customer Service
IndustriesRepair and Maintenance
Referrals increase your chances of interviewing at Pimlico Plumbers by 2x.
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Contact Centre Deputy Manager employer: Pimlico Plumbers
Contact Detail:
Pimlico Plumbers Recruiting Team
StudySmarter Expert Advice đ¤Ť
We think this is how you could land Contact Centre Deputy Manager
â¨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend events, and donât be shy about letting people know youâre on the lookout for a new role. You never know who might have the inside scoop on a job at Pimlico Plumbers!
â¨Tip Number 2
Prepare for those interviews by practising common questions and scenarios related to contact centre operations. Think about how you can showcase your experience in leading teams and achieving KPIs â thatâs what will impress the hiring managers!
â¨Tip Number 3
Donât forget to follow up after your interviews! A quick thank-you email can go a long way in showing your enthusiasm for the role and keeping you top of mind for the hiring team.
â¨Tip Number 4
Make sure to apply through our website! Itâs the best way to ensure your application gets seen by the right people. Plus, it shows youâre genuinely interested in joining the Pimlico Plumbers family!
We think you need these skills to ace Contact Centre Deputy Manager
Some tips for your application đŤĄ
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your leadership experience in contact centre operations and any achievements related to KPIs. We want to see how you can contribute to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about customer service and how your experience aligns with our values at Pimlico Plumbers. Keep it engaging and personal, so we get a sense of who you are.
Showcase Your Customer Service Skills: Since we're all about top-tier customer service, make sure to include specific examples of how you've successfully handled customer queries or complaints in the past. We love hearing about your problem-solving skills and how you keep customers happy!
Apply Through Our Website: We encourage you to apply directly through our website for a smoother application process. Itâs the best way for us to receive your application and ensures you donât miss out on any important updates from our team!
How to prepare for a job interview at Pimlico Plumbers
â¨Know Your Numbers
Familiarise yourself with key performance indicators (KPIs) relevant to the contact centre role. Be ready to discuss how you've contributed to achieving KPIs in your previous positions, especially around handle rates and conversion.
â¨Showcase Your Customer Service Skills
Prepare examples that highlight your experience in delivering exceptional customer service. Think of specific situations where you resolved complaints or improved customer satisfaction, as this will resonate well with the interviewers.
â¨Demonstrate Team Collaboration
Since the role involves working closely with managers and engineers, be prepared to share instances where you've successfully collaborated with a team. Highlight how you fostered a positive environment and supported your colleagues in achieving common goals.
â¨Be Ready for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle escalations. Practice responding to potential situations you might face in the role, focusing on maintaining professionalism and efficiency.
