Switchboard Deputy Manager

Better places, thriving communities.

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 Responsibilities

Switchboard & 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 work
• 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

Our market-leading offering provides you with benefits that suit your lifestyle.

We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.

When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!

We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).

We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,000!

Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing at .

Since 1987, Mitie’s 80,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.

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