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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.
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 into a world-leading company in home services. Landing in the UK in 2010 as Neighbourly with a focus on acquiring and developing premium franchise brands within the home service industry. In the 15 years that Neighbourly has been in the UK, it has shown its keen intent for growth, with over 330 locations across 6 brands, and over 4,000 frontline operatives. Gaining a strong reputation for investment and franchisee development, consistently growing year-on-year.
Our Brands
- Pimlico Plumbers
- Drain Doctor
- Bright & Beautiful
- Countrywide Grounds Maintenance
- Dream Doors
- Greensleeves Lawn Care
Brand
PIM UK Pimlico