Metro Rod Newport & Hereford
Out of hours Contact Centre Supervisor
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Out of Hours (OOH) Contact Centre Supervisor
Metro Rod LTD
Role Basis
Full time, permanent 30 hours per week £21,887 per year pro-rata
About Our Business
Metro Rod LTD operates within the Franchise Brands group, delivering essential services to household names like Equans, Amey, Aldi, Mitie, Greggs, McDonalds, Wetherspoons, and many more across 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, supported by over 60 franchisees nationwide. Our work includes clearing blockages, periodic maintenance, and emergency repairs in both residential and commercial settings.
Beyond drains, our Waste & Water Services Division also includes Willow Pumps (sewage solutions) and Filta (commercial kitchen systems), offering a comprehensive "one-stop shop" for drainage, pumping, and plumbing needs.
Main Purpose of the Role
The Out of Hours Contact Centre Supervisor will lead and develop the Weekend, Evening, and Night contact centre teams, ensuring unparalleled customer service and operational excellence during non-standard hours.
The role involves:
- Direct supervision of OOH agents (coaching, support, and development)
- Accountability for service delivery, customer experience, productivity, and quality
- Escalation management for critical out-of-hours support
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Key Responsibilities
Responsibilities include:
- Ownership of out-of-hours operations, ensuring seamless service during weekends, evenings, and night shifts
- Lead, motivate, and develop the team to drive performance and satisfaction
- Monitor live operational metrics and take proactive steps to meet performance targets
- Manage resources efficiently, balancing workloads to meet demand
- Act as primary escalation contact for all operational and technical out-of-hours issues
- Ensure emergency and reactive customer requirements are addressed promptly
- Conduct performance reviews, coaching sessions, and quality assurance checks for the team
- Handle escalated customer complaints and major incidents
- Initiate process improvements in service delivery, quality standards, and productivity
- Participate in Management On-Call rota, supporting major incidents and critical issues
Key Accountabilities
- Team performance for Weekend, Evening, and Night operations
- Achievement of out-of-hours service level targets
- Team productivity and efficiency monitoring
- Quality assurance compliance and standards
- Escalation management and operational continuity
What We Look For
Experience & Skills
- Previous supervisory or team leader experience in a contact centre environment
- Strong coaching and people management skills
- Experience managing performance against KPIs and SLA targets
- Excellent communication abilities with interpersonal strengths
- Ability to make quick, effective decisions under pressure
- Customer-centric mindset with a focus on exceptional service
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Personal Attributes
- Leadership and accountability – ability to drive staff and results
- Resilience and adaptability – thriving in unpredictable working hours
- Strong organisation skills – balancing multiple priorities
- Calm under pressure – maintaining performance during emergencies
- Proactive approach – always looking for ways to improve processes
- Commitment to exceptional customer service as a core value
Benefits Package
Metro Rod offers a competitive and employee-friendly benefits package:
- 25 days’ annual leave + Bank Holidays flexibility
- Royal London company pension scheme
- Group Life Assurance for peace of mind
- Additional Paid Leave / Special Leave options
- Cycle-to-Work scheme support
- Free Eye Tests and subsidy for glasses
- Free standard parking
- Employee Assistance Programme (EAP) access
- Occupational Health Support
- Employee Discounts Platform (Mintago)
Our Commitment
We pride ourselves on being 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
- Sexual orientation
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