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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, a supportive team environment, and the chance to make a real impact.
- Why this job: Be a key player in delivering top-tier customer service and driving sales success.
- Qualifications: 2+ years in contact centre operations with strong customer service skills and team collaboration experience.
- Other info: Join a thriving company with a positive culture and a focus on employee engagement.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Position Overview
Contact Centre Deputy Manager at Pimlico Plumbers – a role that combines operational leadership with team building to drive high‑performance and exceptional customer experience in a fast‑paced environment.
Key Responsibilities
- Operational Leadership: Partner with Contact Centre Managers to oversee daily operations, ensuring optimal job allocation, dispatch efficiency, and real‑time job board accuracy.
- Team Management: Act as a key support and escalation point for booking coordinators and engineers, fostering a collaborative and high‑performing 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 Coverage: Step into the Contact Centre Manager role when required, maintaining continuity and leadership across all contact centre functions.
Experience & Qualifications
- Minimum 2 years’ 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 problem‑solving skills, with a customer‑first mindset.
- Experience with job dispatch systems, ticketing platforms, and CRM tools.
Critical Success Factors
- Maintain customer phone call 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 Us
Neighborly – established over 40 years ago and now the world’s largest home service company – brings a heritage of growth and innovation to the UK. With over 330 locations and more than 4,000 frontline staff, we continue to invest in people, technology, and franchising to deliver premium service experiences.
Our Brands
- Drain Doctor
- Bright & Beautiful
- Countrywide Grounds Maintenance
- Dream Doors
- Greensleeves Lawn Care
- Canteen
- Company pension
- Life insurance
- On‑site gym
- Referral programme
This role is fully office‑based. Are you able to commit to this?
Seniority Level
- Mid‑Senior level
Employment Type
- Full‑time
Job Function
- Management, Sales, and Customer Service
Industries
- Repair and Maintenance
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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 operations. Think about how you’ve handled KPIs in the past and be ready to share specific examples that showcase your skills.
✨Tip Number 3
Show your passion for customer service! During interviews, highlight your commitment to delivering top-notch service and how you’ve successfully resolved complaints in the past. This will resonate well with the hiring team.
✨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 🫡
Tailor Your CV: Make sure your CV is tailored to the Contact Centre Deputy Manager role. Highlight your experience in leading 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 skills align with our values at Pimlico Plumbers. We love seeing genuine enthusiasm!
Showcase Your Leadership Skills: Since this role involves supporting managers and leading teams, be sure to highlight your leadership experience. Share examples of how you've fostered a positive team environment and handled escalations effectively.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Pimlico Plumbers
✨Know Your Numbers
Before the interview, brush up on key performance indicators (KPIs) relevant to contact centres. Be ready to discuss how you've contributed to achieving KPIs like handle rates and conversion in your previous roles. This shows you understand the metrics that matter.
✨Showcase Your Customer Service Skills
Prepare examples of how you've delivered exceptional customer service in challenging situations. Think about specific instances where you resolved complaints or improved customer satisfaction. This will demonstrate your ability to handle calls professionally and effectively.
✨Team Spirit is Key
Pimlico Plumbers values a positive team environment, so be prepared to talk about how you've fostered collaboration and morale in your past roles. Share stories that highlight your leadership style and how you support your colleagues, especially during busy times.
✨Be Ready for Role Play
Expect some role-playing scenarios during the interview. Practice handling customer queries or engineer calls with a friend beforehand. This will help you feel more confident and show the interviewers that you can think on your feet and maintain professionalism under pressure.
