From Call Centre to COO: Putting the best people in the right places!

Steve’s career with Metro Rod , began in the call center, an essential function and his first taste of franchising. From the start, it was clear that Steve wasn’t just performing his role, he was excelling. His ability to handle complex customer issues, his focus on delivering excellent service, and his natural leadership qualities quickly set him apart from his peers.

As he moved through various roles in the company, Steve demonstrated an extraordinary ability to learn and adapt. Whether working on the operational side of the business, supporting franchisees, or coordinating between departments, he consistently proved his value at every stage. By the time Metro Plumb , Metro Rod's sister brand, entered the picture, Steve was already well-versed in the company’s inner workings.

This trajectory wasn’t just a reflection of Steve’s own ambition, but also a testament to Metro Rod and Metro Plumb’s commitment to promoting from within and recognising the potential of their employees.

From Call Centre to C-Suite: Why Steve’s Insight is Invaluable

One of the most impressive aspects of Steve’s journey is the depth of his understanding across every department within Metro Rod and Metro Plumb. His time spent working at the call centre, in operations, and on the ground with franchisees has given him a unique perspective that is invaluable to his role as COO.

Steve’s holistic understanding of the business allows him to make informed, strategic decisions that positively impact all aspects of the franchise network. From operations to marketing to franchisee support, this ensures that Metro Rod and Metro Plumb remain agile, responsive, and aligned with the needs of both customers and franchisees alike.

As COO, Steve’s leadership is focused on driving efficiency and maintaining the high standards of service that have made both Metro Rod and Metro Plumb household names in the plumbing and drainage sectors. His journey through the business makes him uniquely positioned to lead, as he has a comprehensive understanding of the company’s culture, operations, and customer-first approach.

The Power of Recognising Talent and Building Strong Teams

Through the promotion of Peter Molloy to Group CEO, it was Peter’s foresight to recognise and harness the talent within the organisation for leadership roles, Peter has consistently advocated for promoting from within, ensuring that the people who understand the Metro Rod and Metro Plumb brands best are the ones leading the charge.

This approach mirrors the message delivered by Steven Bartlett at the recent The BFA Conference. As he rightly pointed out, "businesses that put the best people in the right places not only see growth but also build a culture of leadership and accountability” that extends throughout the entire network. Steve’s journey demonstrates that when companies invest in their people, they ultimately invest in their own future success.

Both Steve and Peter’s leadership style is grounded in collaboration and empowerment. By surrounding themselves with strong, capable leaders and giving them the resources they need to succeed, they have built a team that works in harmony to drive the company forward.

Both are shining examples of what happens when companies invest in their people, provide clear pathways for advancement, and cultivate a culture that rewards hard work and supports each other.

In franchising, success isn't just about the right business model—it's about having the right people to bring it to life. This principle extends beyond our dedicated corporate team to the incredible network of franchisees who have chosen to join Metro Rod and Metro Plumb. These business owners, driven by ambition and aligned with our values, have embraced the opportunity to run their own businesses. Their passion, energy, and commitment to the brand are key to their success, and they are thriving in the rewarding journey of business ownership. It's the people—both within the corporate team and in our franchise network—that truly make the difference.

Written by Tracey Cockerton Franchise Sales Manager at Metro Rod Metro Plumb and The Filta Group - UK [email protected]