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About the Role
This role involves a hands-on leadership position in the daily operations of the contact centre, focusing on driving sales conversion, coaching Booking Coordinators, and ensuring operational excellence. You will work closely with Contact Centre Managers to maintain high performance, embed sales behaviours, and achieve key performance indicators.
Responsibilities
- Actively drive sales conversion 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.
- Lead the onboarding and training of new Booking Coordinators.
- 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.
- 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.
- 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.
Requirements
- Minimum 2 years’ experience managing or leading contact centre operations, ideally within a service or trades environment.
- Strong understanding of contact centre metrics and how to influence them.
- Proven ability to lead teams, manage performance, and drive engagement.
- Excellent communication and problem-solving skills, with a customer-first mindset.
- Experience with job despatch systems, ticketing platforms, and CRM tools.
Skills
- Sales conversion
- Coaching
- Operational excellence
- Performance management
- Call handling
- Objection handling
- Customer service
- Problem-solving
- Communication
- Team leadership
- Diary management
Location
- United States
Work Type
- Full-time
Experience Level
- Minimum 2 years management/leadership experience
About the Company
- Neighborly was established over 40 years ago in the United States as a small family business and has grown into a world-leading company in home services.
- Neighborly acquired the UK business in 2010, focusing on acquiring and developing premium franchise brands within the home service industry.
- In 15 years in the UK, Neighborly has grown to over 330 locations across 6 brands, with over 4,000 frontline operatives.
- The company has a strong reputation for investment and franchisee development, consistently growing year-on-year.
- Brands include Pimlico Plumbers, Drain Doctor, Bright & Beautiful, Countrywide Grounds Maintenance, Dream Doors, and Greensleeves Lawn Care.