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- 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 36000 - 60000 £ per year.
Purpose of Role:
At Pimlico Plumbers, we\’re not just London\’s largest independent servicing and maintenance company, we\’re also leaders in driving sales through top-tier customer service. Since 1979, our growth has been fuelled by our commitment to excellence, both in the quality of our services and the effectiveness of our sales strategies. As part of the Neighbourly family, we now have even more resources and broader opportunities for career growth in the service industry.
As a Contact Centre Deputy Manager, you will play a key role in supporting the day-to-day operations of the contact centre, working alongside Contact Centre Managers to ensure the achievement of key KPIs around handle rate, conversion, and job despatch.
Key Responsibilities:
- Collaborate with Contact Centre Managers to ensure smooth job allocation and despatch, supporting engineers and customers by assisting with job board updates, job ticket administration, and answering queries from engineers and booking coordinators.
- Answer phone calls from customers and engineers as required, ensuring that target handle rates are consistently met.
- Cover for Contact Centre Managers when needed, maintaining a proactive and professional approach to all calls and queries from both engineers and customers.
- Support the achievement of all call centre KPIs, assisting in the conversion of calls and handling complaints in a professional and effective manner.
- Assist engineers with diary management and query resolution, ensuring that their operations run smoothly.
Experience:
- At least 2 years experience leading daily contact centre operations by collaborating with managers to ensure efficient job allocation and despatch, maintaining real-time updates on job boards and ticket administration.
- Proven success delivering high-quality customer service.
- Acting as a reliable point of contact during managerial absences, professionally handling escalations and maintaining continuity in service delivery.
- Contributing to KPI achievement by assisting in call conversion efforts and resolving complaints with empathy and efficiency.
- Fostering a positive team environment by promoting high morale, engagement, and collaboration across the contact centre staff.
Critical Success Factors:
- Maintain customer phone call handling service levels at or above agreed levels.
- Achieve overall contact centre conversion at or above the required level.
- Minimise engineer query calls to the contact centre regarding team jobs.
- Maintain high morale, team spirit, and staff engagement among all team members.
About us:
Neighborly (yes without a u) was established over 40 years ago in the United States as a small family business. Since then, Neighborly has grown to be the world’s largest home service company, delivering premium service experiences across homes and businesses, primarily through franchising. In 2010 Neighbourly entered the UK market with the focus of acquiring and developing premium brands within the home service industry.
In the 14 years that Neighbourly has been in the UK, it has shown its keen intent for growth, with over 330 locations across 6 brands with over 4,000 frontline staff. Gaining a strong reputation for investment and franchisee development consistently growing year-on-year.
Our Brands:
- Pimlico Plumbers London
- Drain Doctor
- Bright & Beautiful
- Countrywide Grounds Maintenance
- Dream Doors
- Greensleeves Lawn Care
Contact Centre Deputy Manager employer: Pimlico Plumbers
Contact Detail:
Pimlico Plumbers Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Deputy Manager
✨Tip Number 1
Network like a pro! Reach out to current employees at Pimlico Plumbers or similar companies on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common questions related to contact centre management. Think about how you’d handle specific scenarios, like dealing with difficult customers or managing team morale. We want you to shine!
✨Tip Number 3
Show off your achievements! When you get the chance to talk about your experience, highlight specific KPIs you've met or exceeded in previous roles. Numbers speak volumes, and we love seeing results!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the team at Pimlico Plumbers.
We think you need these skills to ace Contact Centre Deputy Manager
Some tips for your application 🫡
Show Your Customer Service Skills: Make sure to highlight your experience in delivering top-notch customer service. We want to see how you've handled calls and queries in the past, so share specific examples that demonstrate your ability to keep customers happy!
Be Clear About Your Leadership Experience: Since this role involves supporting the Contact Centre Managers, it's crucial to showcase your leadership skills. Tell us about your experience leading teams and how you've contributed to achieving KPIs in previous roles.
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the key responsibilities and experiences mentioned in the job description. We love seeing candidates who take the extra step!
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’s super easy to do!
How to prepare for a job interview at Pimlico Plumbers
✨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.
✨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.
✨Demonstrate Team Collaboration
Since the role involves working closely with Contact Centre 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.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Practice responding to potential challenges you might face in the role, such as handling escalations or managing job despatch efficiently.