We are looking for a professional, proactive, and customer-focused Deputy Switchboard Manager to support the daily operation of a busy corporate switchboard environment. This role is ideal for someone with previous switchboard experience who is passionate about delivering exceptional customer service and supporting a high-performing team.
As Deputy Switchboard Manager, you will support the management of the switchboard operation, ensuring calls are handled efficiently and professionally while maintaining excellent service standards across the business. You will also act as a key escalation point, support operational processes, and provide leadership cover in the absence of the Switchboard Manager.
Key ResponsibilitiesSwitchboard & Customer Service
* Support the day-to-day operation of the switchboard function using the GENESYS system
* Ensure all incoming calls are answered promptly, professionally, and in line with company standards
* Direct calls efficiently to the correct departments and personnel
* Screen and vet calls appropriately to minimise unnecessary interruptions to teams and stakeholders
* Deliver exceptional customer service to all callers, colleagues, and visitors
* Manage and resolve complaints or challenging calls professionally and efficiently
* Respond to executive and priority requests with urgency and professionalism
Operational Support
* Act as first point of contact in the absence of the Switchboard Manager
* Support the coordination of daily operational activities within the switchboard team
* Assist with rota coordination, holiday planning, and team communication
* Ensure all faults or issues within the switchboard area are reported and escalated appropriately
* Carry out ad hoc administrative duties and operational requests from Client Management
* Support onboarding, training, and coaching of new team members where required
* Attend and complete all required training and development activities
Service Excellence & Compliance
* Maintain a professional, approachable, and service-led attitude at all times
* Ensure compliance with company procedures, policies, and service standards
* Promote a positive team culture and collaborative working environment
* Support continuous improvement initiatives to enhance service delivery and operational efficiency
* Ensure all health & safety procedures are followed within the workplace
About You
The ideal candidate will have:
* Previous switchboard experience (essential)
* Experience supporting or supervising a team within a customer service environment
* Excellent telephone manner and communication skills
* Strong customer service and stakeholder management skills
* Good working knowledge of Microsoft Office including Word, Excel, Outlook, and PowerPoint
* Ability to remain calm and professional under pressure
* Strong organisational skills and attention to detail
* Ability to multitask and prioritise workload effectively
* Flexible and adaptable approach to worki>
* Self-motivated with the ability to use initiative
Working Hours
* Monday to Friday
* 9:00am – 5:00pm
* 35 hours per week
* Rotational rota basis
* Office Based Monday - Friday
What We Offer
* Opportunity to work within a professional corporate environment
* Ongoing training and development opportunities
* Supportive and collaborative team culture
* Career progression opportunities
* Dynamic and varied role with stakeholder interaction
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