Evening Customer Service Advisor

Overview

Remote evening customer service advisor handling inbound/outbound calls for drainage services

Key Responsibilities

• issue escalation
• system updates
• first line
• client data
• customer experience
• sla compliance

Tasks

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

Requirements

• call centre
• customer service
• proactive
• adaptable
• detail‑oriented
• work ethic

What You Bring

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

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Benefits

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

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