Complaints & Customer Experience Lead — Maternity Cover

Metro Rod LTD; Macclesfield; Sur place; GBP 25 000 - 31 000; Plein temps

Avantages offerts par ce poste

25 days annual leave – plus bankholid*

Royal London, Company Pension

Group Life Assurance

Additional Paid Leave / Special Leave

Cycle to Work Scheme

Free Eye Tests / Subsidy for Glasses

Free Standard Parking

Employee Assistance Programme

Occupational Health Support

Employee Discounts Platform - Mintago

Résumé du poste

Metro Rod LTD is seeking a professional Complaint Handler for a maternity-cover role in our Contact Experience Team. This office-based position, 37.5 hours per week on a 9-month contract, focuses on taking ownership of customer complaints from receipt through resolution while maintaining a professional, empathetic customer experience across the franchise network.

You will coordinate with franchisees, engineers, and internal teams to gather facts, respond clearly, and ensure timely actions.

Qualifications

• Experience in a complaint-handling role.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong interpersonal skills and stakeholder engagement.

Responsabilités

• Take ownership of customer complaints from receipt to resolution.
• Maintain regular communication with customers throughout the process.
• Liaise with franchisees, engineers, and internal departments to gather information and drive timely resolutions.
• Ensure complaints are handled per procedures and service standards, with clear records in systems.
• Escalate complex or high-risk cases and contribute to continuous improvement across the business.

Connaissances

Complaint handling

Communication

Relationship building

Interpersonal skills

Attention to detail

Time management

Problem solving

Empathy

Resilience

Stakeholder engagement

Description du poste

Metro Rod LTD is seeking a professional Complaint Handler for a maternity-cover role in our Contact Experience Team. This office-based position, 37.5 hours per week on a 9-month contract, focuses on taking ownership of customer complaints from receipt through resolution while maintaining a professional, empathetic customer experience across the franchise network.

You will coordinate with franchisees, engineers, and internal teams to gather facts, respond clearly, and ensure timely actions.