Are you an experienced Contact Centre professional?
Do you thrive in a fast-paced environment and enjoy supporting teams to deliver excellent customer service?
We want to talk to you!
We’re looking for a Contact Centre Deputy to support the day-to-day operations of a busy contact centre. Working closely with Contact Centre Managers, you’ll help ensure smooth job allocation, high-quality customer interactions, and the achievement of key performance targets. This is a hands-on role combining customer contact, operational support, and managerial cover.
Contact Centre Deputy
Salary: £33,000 per annum
Hours: 40 hours per week (including weekends or nights as required)
Shift pattern: 8-hour shifts between 6:30am – 7:00pm
Location: Vauxhall, London
Reporting to: Contact Centre Manager
Work pattern: Fully office-based
Job Description
• Support Contact Centre Managers with the day-to-day running of the contact centre
• Assist with job allocation and dispatch, ensuring engineers and customers are supported effectively
• Answer high volumes of calls from customers and engineers, consistently meeting handle rate targets
• Update job boards, manage job tickets, and provide administrative support to the wider team
• Act as cover for Contact Centre Managers when required, maintaining professionalism and service standards
• Support KPI achievement across handle rate, conversion, and job dispatch
• Handle customer complaints professionally, ensuring positive outcomes and customer satisfaction
• Assist engineers with diary management and query resolution to support operational efficiency
Essential Experience / Skills / Qualifications
• Minimum of 2 years’ experience in a contact centre or sales environment
• Proven ability to manage high call volumes and meet performance targets
• Experience supporting team operations and providing supervisory or managerial cover
• Strong customer service skills, including complaint handling
• Confident communicator with the ability to work calmly under pressure
• Organised, proactive, and able to prioritise effectively in a fast-paced environment
Company Benefits
• Canteen
• Company pension
• Life insurance
• On-site gym
• Referral programme
If you feel you’re a great fit for this role and are ready to take the next step in your contact centre career, please click ‘apply’ or get in touch with me on (url removed) to find out more