Job Description: Out of Hours Supervisor – Construction Customer Care Call Centre
Job Title
Out of Hours Supervisor – Construction Customer Care Call Centre
Reporting To
Operations Manager
Location
Witham
Working Hours
Out of hours shifts, including evenings, nights, weekends and public holidays, according to the agreed rota.
Wage
To be confirmed
Job Purpose
The Out of Hours Supervisor is responsible for overseeing the effective operation of the construction customer care call centre outside normal business hours. The role ensures customers receive a professional, responsive and consistent service when reporting issues, emergencies, defects or requests for assistance.
The Supervisor will lead and support the out of hours customer care team, manage escalated calls, coordinate emergency responses with relevant contractors and construction teams, and ensure all incidents are accurately recorded and handed over to the daytime team.
The role is particularly important in ensuring urgent issues affecting customers, homes, buildings or communal areas are assessed appropriately and acted upon within agreed service levels.
Key Responsibilities
Team Supervision
- Supervise and support Customer Care Advisors working out of hours.
- Act as the first point of escalation for complex, urgent or sensitive customer issues.
- Allocate and monitor workload to ensure calls and cases are dealt with within agreed response times.
- Provide guidance and coaching to team members to maintain high standards of customer service.
- Monitor team performance, attendance and adherence to out of hours procedures.
- Maintain a calm and professional approach during periods of high call volumes or significant incidents.
Customer Care
- Handle escalated customer calls professionally and empathetically.
- Ensure customers receive clear and accurate information about the action being taken.
- Manage complaints, difficult conversations and vulnerable customer situations appropriately.
- Ensure customers are kept informed where immediate resolution is not possible.
- Identify recurring customer issues and escalate them to the appropriate management team.
Construction & Emergency Response
- Assess reports of urgent construction, property or maintenance issues and determine the appropriate response.
- Coordinate emergency attendance with approved contractors and relevant operational teams.
- Examples may include serious water leaks, loss of essential services, security issues, flooding, unsafe conditions or other incidents requiring immediate attention.
- Ensure emergency call-outs are authorised and managed in line with company procedures and agreed contractor arrangements.
- Liaise with contractors to monitor attendance, progress and resolution.
- Escalate major incidents or significant risks to the appropriate senior manager or on-call contact.
Case Management & Administration
- Ensure all customer contacts, actions and decisions are accurately recorded on the relevant CRM/call management system.
- Monitor outstanding cases and ensure appropriate follow-up action is taken.
- Maintain accurate records of emergency call-outs and contractor responses.
- Review cases for quality, compliance and completeness.
- Prepare clear handover information for the daytime Customer Care team.
- Produce or contribute to out of hours reports, incident logs and performance information.
Health, Safety & Compliance
- Follow all company health and safety policies and procedures.
- Ensure incidents presenting a risk to customers, employees, contractors or the public are escalated appropriately.
- Work within agreed customer care, emergency response and data protection procedures.
- Maintain confidentiality when handling customer and property information.
- Ensure all activities comply with relevant company policies, contractual obligations and applicable legislation.
Key Performance Indicators
Performance will typically be measured against:
- Customer satisfaction and quality scores.
- Call answering and response times.
- Compliance with agreed service levels.
- Effective management of escalated and emergency cases.
- Accuracy and completeness of case records.
- Contractor response and attendance times.
- Complaint handling and resolution.
- Team performance and adherence to procedures.
- Quality and effectiveness of shift handovers.
- Compliance with company policies and procedures.
Person Specification
Essential
- Experience supervising or leading a customer service, contact centre, housing, construction, facilities or similar operational team.
- Strong customer service and communication skills.
- Experience dealing with escalated, sensitive or challenging customer situations.
- Ability to make sound decisions under pressure.
- Strong organisational and prioritisation skills.
- Experience using CRM, case management or call centre systems.
- Ability to work independently outside normal business hours.
- Good understanding of confidentiality, data protection and customer service standards.
- Excellent written and verbal communication skills.
- Willingness to work evenings, weekends, nights and public holidays as required.
Desirable
- Experience within the construction, housebuilding, property management, housing or facilities management sector.
- Knowledge of construction defects, property maintenance or emergency repairs.
- Experience coordinating contractors or emergency response teams.
- Knowledge of relevant customer care or housing service standards.
- Experience managing incidents or out of hours operations.
- Supervisory or contact centre management qualification.
Key Competencies
- Customer Focus: Consistently puts the customer at the centre of decisions and interactions.
- Leadership: Provides clear direction, support and confidence to colleagues.
- Decision Making: Makes timely, proportionate decisions, particularly when dealing with urgent situations.
- Communication: Communicates clearly and professionally with customers, colleagues, contractors and senior managers.
- Resilience: Remains calm and effective when dealing with pressure, conflict or high volumes of work.
- Problem Solving: Identifies practical solutions and takes ownership of issues through to resolution.
- Attention to Detail: Maintains accurate records and ensures important information is not missed.
- Accountability: Takes responsibility for decisions, actions and the quality of the service provided.
- Teamwork: Works effectively with construction, customer care, maintenance, contractors and management teams.
What We Offer
- Competitive salary and benefits package.
- Structured out of hours shift allowance where applicable.
- Training and ongoing professional development.
- Supportive working environment.
- Opportunity to play a key role in delivering excellent customer care within a construction environment.
- [Additional company benefits]
Role Summary
This is a key operational role for someone who can combine strong customer service leadership with practical decision-making in a construction environment. The successful candidate will be confident managing urgent situations, supporting a team remotely or on shift, coordinating contractors and ensuring customers receive a professional service whenever they need assistance outside normal working hours.
Job Type: Full-time
Pay: £28,000.00-£32,000.00 per year
Experience:
- customer care: 2 years (preferred)
Work Location: In person
