At a Glance
- Tasks: Lead and develop Out of Hours Contact Centre teams to deliver exceptional customer service.
- Company: Join a fast-growing, dynamic company with a strong reputation in drain maintenance services.
- Benefits: Enjoy 25 days annual leave, pension scheme, employee discounts, and more.
- Other info: Be part of an equal opportunities employer that values diversity and inclusion.
- Why this job: Make a real impact by leading teams and ensuring top-notch service outside standard hours.
- Qualifications: Previous supervisory experience in a contact centre and strong coaching skills required.
The predicted salary is between 21887 - 21887 £ per year.
Metro Rod Ltd is a fast-growing and dynamic business, 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.
The Out of Hours Contact Centre Supervisor is responsible for leading and developing the Weekend, Evening and Night Contact Centre teams, ensuring the delivery of exceptional customer service and operational performance outside of standard business hours. The role provides direct supervision, coaching and support to Out of Hours agents while maintaining ownership of service delivery, customer experience, productivity and quality standards.
Main Purpose of the Role:
- Take full ownership of Out of Hours service delivery.
- Lead, motivate and develop the Weekend, Evening and Night teams.
- Monitor live service levels and take proactive action to maintain performance targets.
- Manage resource allocation and workload distribution across Out of Hours operations.
- Act as the primary escalation point for operational issues occurring Out of Hours.
- Ensure emergency and reactive customer requirements are managed effectively.
- Conduct coaching sessions, performance reviews and quality monitoring.
- Manage escalated customer contacts and complaints where required.
- Drive continuous improvement initiatives across service, quality and productivity.
- Participate in the management on-call rota and support major incidents and escalations.
Key Accountabilities:
- Weekend, Evening and Night team performance.
- Achievement of Out of Hours service level targets.
- Team productivity and efficiency.
- Quality assurance standards.
What do we look for?
- Previous supervisory or team leadership experience within a contact centre environment.
- Strong coaching and people management skills.
- Experience managing performance against KPIs.
- Excellent communication and interpersonal skills.
- Ability to make decisions under pressure.
- Customer-focused mindset.
Personal Attributes:
- Leadership and accountability.
- Resilience and adaptability.
- Strong organizational skills.
- Calm decision-making under pressure.
- Positive and proactive attitude.
- Commitment to delivering exceptional customer service.
What do you get?
- 25 days annual leave – plus bank holidays.
- Royal London, Company Pension.
- Group Life Assurance.
- Additional Paid Leave / Special Leave.
- 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.
Out of hours Contact Centre Supervisor in Macclesfield employer: Metro Rod Limited
Metro Rod Ltd is an excellent employer that values its employees by offering a supportive work culture and numerous benefits, including 25 days of annual leave, a company pension, and employee discounts. As a fast-growing business with over 40 years of experience, we provide ample opportunities for personal and professional growth, ensuring that our Out of Hours Contact Centre Supervisors are equipped to lead dynamic teams while delivering exceptional customer service in a rewarding environment.
StudySmarter Expert Advice🤫
We think this is how you could land Out of hours Contact Centre Supervisor in Macclesfield
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work in contact centres. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for the interview by practising common questions related to leadership and customer service. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your experience! When you get the chance to speak with hiring managers, highlight your previous supervisory roles and how you’ve improved team performance. Numbers and examples go a long way!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Out of hours Contact Centre Supervisor in Macclesfield
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Out of Hours Contact Centre Supervisor role. Highlight your supervisory experience and any relevant skills that match the job description. We want to see how you can lead and motivate teams!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of your coaching and people management skills, and let us know how you handle pressure.
Showcase Your Customer Focus:Since customer service is key in this role, make sure to highlight your customer-focused mindset in your application. Share any experiences where you've gone above and beyond to ensure customer satisfaction.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Metro Rod Limited
✨Know the Company Inside Out
Before your interview, take some time to research Metro Rod and its services. Understand their key clients and the sectors they operate in. This will not only show your interest but also help you relate your experience to their needs.
✨Showcase Your Leadership Skills
As a potential Out of Hours Contact Centre Supervisor, it's crucial to highlight your supervisory experience. Prepare examples of how you've led teams, managed performance against KPIs, and handled escalated customer issues effectively.
✨Demonstrate Your Customer Focus
Metro Rod values exceptional customer service, so be ready to discuss how you've gone above and beyond for customers in previous roles. Share specific instances where your actions led to improved customer satisfaction.
✨Prepare for Scenario-Based Questions
Expect questions that assess your decision-making under pressure. Think of scenarios where you've had to manage a crisis or make quick decisions. Practising these responses will help you feel more confident during the interview.
