37.5 hours per week
£27,839 per year pro-rata
Metro Rod work with the likes of Equans, Amey, Aldi, Mitie, Greggs, McDonalds, 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.
We are seeking a highly professional, proactive and customer-focused Customer Experience Handler to join our Customer Experience Team within the Contact Centre on a maternity cover contract.
Supporting both Metro Rod and Metro Plumb, this is a varied role focused on ensuring we deliver an outstanding customer experience throughout the entire customer journey.
The successful candidate will take ownership of customer complaints and escalations while also playing an important role in proactively managing outstanding work, supporting our franchise network, identifying opportunities for improvement and helping ensure completed works progress efficiently through to invoicing.
You will work closely with customers, our nationwide franchise network and internal teams to resolve issues, improve operational performance and identify areas where additional support, coaching or training could improve the customer experience.
This is an office-based role with the potential for a permanent opportunity following the maternity cover period, subject to business requirements and performance.
What does it entail?
You’ll be the calm, capable person who takes customer complaints from “Houston, we have a problem” through to a fair and positive resolution.
You’ll keep customers informed, manage expectations and work with franchisees, engineers and internal teams to get things sorted - properly and promptly.
You’ll keep a close eye on outstanding Reactive and Quoted Works, chasing updates, challenging stalled jobs and helping completed work progress through to invoicing.
Twice a month, you’ll proactively contact our franchise network to review and close outstanding job - building strong relationships while keeping everyone accountable.
Complaints and feedback aren’t just problems to solve - they’re opportunities to improve.
You’ll review feedback and WIP trends, identify recurring themes and work with the Contact Centre Manager and Franchise Support Managers to shape coaching, training and practical improvements.
Ultimately, you’ll help us fix today’s issues, prevent tomorrow’s and make the whole customer journey better.
What do we look for?
We’re looking for a calm, confident communicator who genuinely enjoys solving problems and getting things moving.
You’ll ideally have experience in customer service, customer experience or complaint handling, along with:
Most importantly, you’ll take ownership, keep your cool under pressure and care about achieving the right outcome for the customer.
What do you get?
We are an equal opportunities employer. We welcome applications from all suitably qualified individuals regardless of age, disability, gender identity, marriage or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation.
Metro Rod is the UK’s leading commercial, drainage, pump and tanker solutions company.
Our scale, expertise and experience allow us to take on any challenge, and we use the latest technology and techniques to carry out over 235 000 jobs each year. Safety and customer care are important cornerstones of our service, and our health and safety policies are highly evolved and compliant with the highest national accreditation standards.
We work with businesses of all sizes to keep their drains clear and flowing smoothly. Our national business customers trust us across multiple sectors, including facilities management, retail, water utilities, social housing, education, hospitality and many more. As a franchise network, we also work with local businesses and customers in the private and public sectors.
Our reactive and planned services mean we are always on hand when you need us. Our network consists of over 500 trained pump and drainage engineers who are available 24/7/365 across the UK, to support you with your pump and drainage needs.
Metro Rod is owned by Franchise Brands PLC, a group of international multi-brand franchisors with a combined network of over 450 franchisees. As such, it benefits from the management, resources and highly professional range of central support services that Franchise Brands is able to provide.
