Customer Experience Advisor

**Customer Experience Advisor**
**Metro Rod LTD**
**Full time permanent**
**£24,000 - £30,000 DOE plus benefits**
**Full time, permanent**

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.

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.

**What does it entail?**

This is a varied role focused on the customer experience. The main elements to the role are managing maintenance schedules, handling complaints, and contributing to service improvement initiatives to ensure the efficient delivery of our client portfolio.

This role involves working closely on a day-to-day basis with the Network Operations Managers, Head of Operations; Head of Franchise Operations; Sales Director. In addition, the postholder will work closely with Franchise Owners & Staff and Clients at all levels of their organisation.

Your duties will include (but not be limited to):
**Complaint Handling**:

- Receive and log maintenance-related complaints from staff and customers.
- Prioritise and address complaints promptly and effectively.
- Communicate with complainants to provide updates and resolutions.
- Provide root cause analysis and summaries to feed into business updates.

**Service Improvement**:

- Identify areas for improvement in pre-planned maintenance processes and procedures.
- Collaborate with the Operations and Franchise teams to implement service improvement initiatives.
- Monitor the effectiveness of improvements and adjust as necessary.

**Team Collaboration**:

- Work closely with all relevant departments and stakeholders to ensure cohesive and efficient operations.
- Provide support and assistance to team members as needed.
- Participate in team meetings and contribute to problem-solving discussions.
- To support the entire network in ensuring data integrity of the full range of client information and information databases / repositories. Including the Vision Works management system
- Franchise Databases - ensuring maximum accuracy in real time.
- Any other reasonable duties at the request of the Head of Franchise Operations to drive business performance and or processes.

**What do we look for?**
- Exceptional customer service skills
- Experience using different systems, as well as Microsoft Word, Outlook and Excel
- Experience/ability to work confidently within various client portals
- Stakeholder management - experience working with internal and external stakeholders
- Ability to follow processes and procedures
- Strong eye for detail
- Resilience
- Experience dealing with complaints
- Experience working within a fast-paced environment
- Proactive approach - able to look at the bigger picture
- Adaptability - able to think on your feet
- Strong work ethic

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

**Customer Experience Advisor**
- Macclesfield, Cheshire,- SK10 2XF- £24,000 to £30,000 per year plus benefits
- Permanent - Full-time
- Posted today
- Closing date: 25/06/2025
- Job reference: GA1319522MacCEA