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, 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