Contact Centre Deputy

Contact Centre Deputy

Overview of the Contact Centre Deputy Role

The Contact Centre Deputy supports the day-to-day operations of the contact centre, working closely with Contact Centre Managers to ensure smooth job allocation, high-quality customer service, and achievement of KPIs such as handle rate, conversion, and job dispatch. This role involves direct interaction with customers and engineers, providing administrative support, and serving as a backup for managers as needed.

Key Responsibilities of the Contact Centre Deputy:

• Collaborate with Contact Centre Managers to facilitate efficient job allocation and dispatch, assisting with job board updates, job ticket administration, and responding to queries from engineers and booking coordinators.
• Professionally handle incoming calls from customers and engineers, consistently meeting target handle rates.
• Provide cover for Contact Centre Managers as needed, maintaining a proactive and professional approach to all calls and inquiries.
• Support the achievement of call centre KPIs by assisting in call conversion efforts and managing complaints effectively.
• Help engineers with diary management and resolve queries to ensure their operations run smoothly and efficiently.

Key Requirements of the Contact Centre Deputy:

• At least 2 years' experience in a contact centre or sales environment as a senior advisor or team leader.
• Proven ability to manage high-volume calls and meet performance targets.
• Experience supporting team operations and providing managerial cover.
• Familiarity with complaint handling and delivering excellent customer service.
• Ability to work flexible shifts, including weekends on a rotational basis.
• Strong communication skills, team spirit, and a proactive attitude toward resolving issues and supporting colleagues.

Hours of Work:

• 40 hours per week, on an 8-hour shift pattern between 6:30 am and 7:00 pm.
• Mandatory alternate weekend work, with shifts between 6:00 am and 10:00 pm.
• The shift schedule generally remains consistent week-to-week, with one Saturday or Sunday worked every second week, compensated with an extra day off in the alternate week. This results in a cycle of a 6-day week followed by a 4-day week, repeating accordingly.

If the role of Contact Centre Deputy is of interest, please click Apply or get in touch with Steven at Orion.