Out of hours (OOH) Contact Centre Supervisor
Metro Rod LTD
Full time, permanent
40 hours per week
£29,187.00 per year
Metro Rod work with the likes of Equans, Amey, Aldi, Mitie, Greggs, McDonalds, Wetherspoons and many more in the FM, Social Housing, Property Management, Retail, Industrial and Leisure sectors. Despite having been around for over 40 years, we are a fast-growing and dynamic business and part of an ever-expanding group Franchise Brands.
Founded in 1983, Metro Rod and its sister company Metro Plumb are leading providers of drain clearance and maintenance services delivered on a largely reactive basis. The services are provided by over 60 franchisees with geographical coverage across the UK. We’ve been clearing and unblocking drains for more than thirty years and we’re proud of our reputation for quality service and customer satisfaction. Major companies and leading high street names trust us to deal with all their regular drain maintenance, and we’ll bring the same high standards of service to tackle your drain blockage.
Within the Waste & Water Services Division of Franchise Brands, is also Willow Pumps and Filta. Two expanding businesses that focus on sewage pumps and commercial kitchen solutions. Together, the brands provide a complete one-stop shop for keeping water and waste flowing.
The role:
We’re looking for a proactive Out of Hours Contact Centre Supervisor to take ownership of operational delivery across our Weekend, Evening and Night teams.
This is a hands-on operational role where you’ll be responsible for keeping jobs moving, protecting service levels and stepping in quickly when issues arise. You’ll monitor live workloads, identify jobs at risk of delay or cancellation and work closely with franchisees, engineers and internal teams to keep service on track.
What you’ll be doing:
- Taking ownership of Out of Hours operational performance and service delivery
- Monitoring live jobs and SLA performance, intervening before issues become service failures
- Identifying jobs at risk of delay or cancellation and driving them through to resolution
- Reducing unnecessary customer chases through proactive job management
- Managing operational escalations, service failures and high-risk issues
- Working closely with franchisees, engineers and internal teams to maintain service continuity
- Leading and supporting our Weekend, Evening and Night Contact Centre teams
- Monitoring team productivity, quality and performance against KPIs
- Coaching and developing team members to improve performance
- Supporting the on-call escalation rota and major incidents when required
What we’re looking for:
You’ll already have supervisory or team leadership experience within a contact centre or similarly fast-paced operational environment.
More importantly, you’ll be someone who takes ownership. You’ll be comfortable making decisions under pressure, prioritising competing issues and spotting problems before they escalate.
You’ll need strong communication and people-management skills, a good understanding of KPIs and service levels, and a proactive approach to getting things done.
You’ll be:
- Proactive and accountable – taking ownership and seeing issues through
- Calm under pressure – able to prioritise and make confident decisions
- Organised and adaptable – comfortable managing changing operational demands
- A strong communicator and leader – able to motivate your team and work effectively with others
- Customer and solutions focused – always looking for the best outcome
What do you get?
- 25 days annual leave – plus bank holidays
- Royal London, Company Pension
- Group Life Assurance
- Cycle to Work Scheme
- Free Eye Tests / Subsidy for Glasses
- Free Standard Parking
- Employee Assistance Programme
- Occupational Health Support
- Employee Discounts Platform - Mintago
We are an equal opportunities employer. We welcome applications from all suitably qualified individuals regardless of age, disability, gender identity, marriage or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation.
