Weekend Customer Service Agent

Overview

Weekend Customer Service Advisor handling calls & enquiries for drainage services.

Key Responsibilities

• customer service
• issue escalation
• sla compliance
• data capture
• first‑line support
• system updates

Tasks

-Providing a first-class customer experience for National Account, Regional Account, Local Account and Domestic customers -Escalating any issues which cannot be resolved to a more senior manager to ensure customer satisfaction is achieved -Learning and adhering to multiple service level agreements of all clients -Collaborating with other Advisors in the team to ensure that information relating to clients is accurately captured and maintained -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

Requirements

• customer service
• process adherence
• work ethic
• adaptability
• detail‑oriented
• call‑centre

What You Bring

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

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Benefits

-Employee Assistance Programme -Group Life Assurance -Additional Paid Leave / Special Leave -Cycle to Work Scheme -Up to 25 days annual leave (pro-rata) - plus bank holidays -Hybrid Working / occasional homeworking -Employee Discounts Platform - Sodexo -Occupational Health Support -Free Eye Tests / Subsidy for Glasses -Electric Car Charging Points -Travel subsidy / mileage -Company Events -Minimum of 2 weekends per month in the office -Free Standard Parking -Laptop / Company Mobile -Royal London, Company Pension

About Metro Rod

-Founded with a vision to provide reliable and effective drainage solutions across the UK. -Specializes in both emergency drainage services and proactive maintenance for residential, commercial, and industrial clients. -Known for delivering fast response times, often within hours, ensuring minimal disruption to customers. -Offer a wide range of services, from blocked drains to full system installations, inspections, and repairs. -Services are available nationwide, backed by a fleet of fully equipped vehicles and expert technicians. -Expert in managing large-scale infrastructure projects, offering tailored drainage solutions for utilities and transport sectors. -Committed to continuous improvement, using state-of-the-art technology like CCTV inspections and high-pressure water jetting. -Regularly called upon to tackle challenging drainage problems in both urban and remote locations, showcasing adaptability.

Sector Specialisms