At a Glance
- Tasks: Lead and develop Out of Hours Contact Centre teams to deliver exceptional customer service.
- Company: Join Metro Rod, a leading provider in drain clearance and maintenance services since 1983.
- Benefits: Enjoy 25 days annual leave, pension scheme, employee discounts, and more!
- Other info: Dynamic role with opportunities for personal growth and development.
- Why this job: Make a real impact by ensuring top-notch service during evenings and weekends.
- Qualifications: Previous supervisory experience in a contact centre and strong coaching skills required.
The predicted salary is between 21887 - 21887 £ per year.
Full time, permanent. 30 hours per week. £21,887 per year pro‑rata.
Metro Rod works with the likes of Equans, Amey, Aldi, Mitie, Greggs, McDonald’s, Wetherspoons and many more in the FM, Social Housing, Property Management, Retail, Industrial and Leisure sectors. Founded in 1983, Metro Rod and its sister company Metro Plumb are leading providers of drain clearance and maintenance services. With over 60 franchisees, the company delivers high‑quality service across the UK.
Main Purpose Of The Role
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.
Key Responsibilities
- 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.
- Escalation management and operational continuity.
Qualifications
- 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 organisational skills.
- Calm decision‑making under pressure.
- Positive and proactive attitude.
- Commitment to delivering exceptional customer service.
Benefits
- 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 / Sub‑sidy 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 Newport & Hereford
Metro Rod is an exceptional employer, offering a supportive and dynamic work environment for the Out of Hours Contact Centre Supervisor role. With a strong focus on employee development, competitive benefits including 25 days annual leave and a comprehensive pension scheme, and a commitment to exceptional customer service, Metro Rod fosters a culture of teamwork and continuous improvement. Located across the UK, employees enjoy the unique advantage of working with a diverse range of clients in various sectors, ensuring a rewarding and meaningful career.
Contact Details:
Metro Rod Newport & Hereford Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Out of hours Contact Centre Supervisor in Macclesfield
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Metro Rod Newport & Hereford. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Metro Rod Newport & Hereford before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Out of hours Contact Centre Supervisor in Macclesfield
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Metro Rod Newport & Hereford:Your cover letter is your chance to shine! Tell us why you want to work at Metro Rod Newport & Hereford specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Metro Rod Newport & Hereford!
How to prepare for a job interview at Metro Rod Newport & Hereford
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
