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:
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:
What do you get?
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.
Metro Rod is the UK’s leading commercial, drainage, pump and tanker solutions company.
Our scale, expertise and experience allow us to take on any challenge, and we use the latest technology and techniques to carry out over 235 000 jobs each year. Safety and customer care are important cornerstones of our service, and our health and safety policies are highly evolved and compliant with the highest national accreditation standards.
We work with businesses of all sizes to keep their drains clear and flowing smoothly. Our national business customers trust us across multiple sectors, including facilities management, retail, water utilities, social housing, education, hospitality and many more. As a franchise network, we also work with local businesses and customers in the private and public sectors.
Our reactive and planned services mean we are always on hand when you need us. Our network consists of over 500 trained pump and drainage engineers who are available 24/7/365 across the UK, to support you with your pump and drainage needs.
Metro Rod is owned by Franchise Brands PLC, a group of international multi-brand franchisors with a combined network of over 450 franchisees. As such, it benefits from the management, resources and highly professional range of central support services that Franchise Brands is able to provide.
