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We are recruiting for our prestigious contact centre here at our Macclesfield Support Centre. This is the perfect opportunity for someone with a strong Call/Contact Centre background who is used to delivering a first-class customer experience within a very busy team. 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. 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.
Job Responsibility:
Logging all jobs that come through to the Support Centre
Organising the relevant Engineers to those jobs
Being the first port of call for all enquiries over phone and email
Dealing with complaints and troubleshooting
Working closely with a number of internal teams and external suppliers
Representing the brand in the best possible way
Being proactive and ensuring that all relevant parties are kept up to date
Adhering to any client SLA’s
Requirements:
Exceptional customer service skills
Experience within a Call/Contact Centre is essential
Proven experience in achieving customer satisfaction targets
Experience using different systems, as well as Microsoft Word, Outlook and Excel
Stakeholder management – experience working with internal and external stakeholders
Ability to follow processes and procedures
Strong eye for detail
Resilience
Experience dealing with complaints
Proactive approach – able to look at the bigger picture