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 Newport & Hereford is an excellent employer, offering a competitive salary and a supportive work culture that prioritises employee development and safety. With opportunities for training and growth in the dynamic field of drainage engineering, you will be part of a dedicated team committed to delivering exceptional service across the UK, all while enjoying the benefits of working in a company that values its employees and their contributions.
Contact Details:
Metro Rod Newport & Hereford Recruitment Team
