Head of Franchise Operations

**Macclesfield**
**Full time permanent**
**Salary £50K + £6K car allowance + benefits**

We are looking for a Head of Franchise Operations to join our prestigious Operations team here at our Water and Waste Services division of Franchise Brands.

Metro Rod and Metro Plumb, part of Franchise Brands PLC, are leaders in providing comprehensive water and waste management services across the UK. Metro Rod, founded in 1983, offers drain clearance and maintenance through over 40 franchisees, serving major companies like Tesco, Mitie, Clarion, Axa, and Wetherspoons in sectors such as FM, social housing, property management, retail, industrial, and leisure.

With over 40 years in the industry, Metro Rod remains a fast-growing and dynamic business. Its sister company, Metro Plumb, operates more than 30 local depots, addressing a range of plumbing issues from emergency repairs to routine maintenance. Together, they offer a one-stop shop, supported by a network of over 600 engineers specialising in drainage, plumbing, pumps, and FOG management. Additionally, Franchise Brands’ Waste & Water Services Division includes Willow Pumps and Filta, enhancing their comprehensive service offering. Major companies trust these brands for their consistent quality service and customer satisfaction, making them a trusted name in the industry.

**What does it entail?**

The Head of Franchise Operations will lead a dedicated team to ensure the smooth day-to-day operations of our 64 Drainage and Plumbing Franchisees.

This role focuses on enhancing Franchisee collaboration to meet operational requirements, swiftly and effectively handling operational issues and complaints, and improving overall engagement to develop and exceed the highest standards of customer service to make us the market leader within the sector.

The postholder will work closely with the Chief Operating Officer of Metro Rod and Metro Plumb, providing a first-class service to the Franchise Network and internal stakeholders alike whilst harnessing the power of both brands.

This role demands experience within a Franchise environment (or similar) and will play a key role within the Leadership team of this part of the Water and Waste Service Division of Franchise Brands plc.

This role will be a second point of escalation for Franchisees and Clients alike, whilst providing a smooth and fluid service to both.

The key focus areas for the role are:

- Day to day operational management of the Franchise Network
- Franchise engagement and satisfaction
- Customer service excellence
- Cross functional working
- Compliance & standards enforcement
- Reporting & analysis

**What do we look for?**
- Must have a background within service-based Franchising (essential)
- Strong commercial awareness
- Excellent stakeholder management experience, with proven ability of working with multiple internal & external stakeholders
- Excellent communicator
- Delivery & output focused
- Report writing skills
- High emotional intelligence
- Problem solver
- Approachable and down to earth character
- Strong influencing skills
- Hands on approach

**What do you get?**
- 25 days annual leave - plus bank holidays
- Royal London, Company Pension
- Group Life Assurance
- Additional Paid Leave / Special Leave
- Company Events
- Laptop / Company Mobile
- Travel subsidy / mileage
- Free Eye Tests / Subsidy for Glasses
- Employee Assistance Programme
- Occupational Health Support
- Employee Discounts Platform - Sodexo

**Head of Franchise Operations**
- Macclesfield, Cheshire,
- SK10 2XF
- £50,000 per year Plus £6K car allowance & benefits- Permanent - Full-time- Posted today- Closing date: 28/11/2024- Job reference: GA1181665MacHOFO