Customer Service Advisor - Evenings

Evening Customer Service Advisor
Metrorod/Metroplumb
Fully remote
£12.86 per hour
4 on 4 off rota – Either 5-9pm, 6-10pm or 7-11pm 4 nights per week, then 4 days off etc.

We are recruiting for our out of hours team here at Metro Rod LTD. This is a remote role however training will be based at our Macclesfield Support Centre and must be done in person.

This is a great opportunity for those looking to increase their income, or for anyone who is only able to work outside of regular working hours.

Metro Rod work with the likes of Tesco, Marks and Spencer, Mitie, Clarion, Axa, 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.

What does it entail?

• Providing a first-class customer experience for National Account, Regional Account, Local Account and Domestic customers
• Acting as the first line response to orders, enquiries, questions, and complaints, troubleshooting problems where appropriate and providing detailed information to clients in a timely manner. This includes both inbound and outbound contacts
• Updating and maintaining comprehensive information, which is fit for purpose, in the relevant system
• Collaborating with other Advisors in the team to ensure that information relating to clients is accurately captured and maintained
• Learning and adhering to multiple service level agreements of all clients
• Escalating any issues which cannot be resolved to a more senior manager to ensure customer satisfaction is achieved

What do we look for?

• Exceptional customer service skills
• Experience within a phone-based customer service/call-centre role
• Ability to follow processes and procedures
• Strong eye for detail
• Resilience
• Proactive approach – able to look at the bigger picture
• Adaptability – able to think on your feet
• Strong work ethic

What do you get?

• Up to 25 days annual leave – plus bank holidays
• Royal London, Company Pension
• Group Life Assurance
• Additional Paid Leave / Special Leave
• Cycle to Work Scheme
• Company Events
• Laptop / Company Mobile
• Hybrid Working / occasional homeworking
• Travel subsidy / mileage
• Free Eye Tests / Subsidy for Glasses
• Electric Car Charging Points
• Free Standard Parking
• Employee Assistance Programme
• Occupational Health Support
• Employee Discounts Platform - Sodexo

*Please note that there is initial training for around 6 weeks at our Support Centre in Macclesfield, Cheshire, therefore candidates must live within travel distance from this location.