Complaints Handler - Maternity Cover

Metro Rod Ltd.; Macclesfield; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Annual leave 25 days

Company pension

Group life assurance

Special leave

Cycle to work

Eye tests

Job summary

Metro Rod Ltd. is seeking a professional Complaint Handler on maternity cover to join the Contact Experience Team. This office-based role offers a 9-month view with potential permanent opportunities, working 37.5 hours per week on a full-time basis.

The role focuses on managing customer complaints, handling urgent escalations, and providing operational support across the franchise network to protect customer satisfaction and the company’s reputation.

Qualifications

• Experience in complaint handling and customer service.
• Excellent written and verbal communication skills.
• Ability to build relationships with customers, franchisees and colleagues.
• Strong interpersonal and stakeholder engagement abilities.
• Attention to detail and strong organisational skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Problem-solving and sound decision-making abilities.

Responsibilities

• Own customer complaints from receipt to resolution.
• Maintain regular communication with customers and manage expectations.
• Liaise with franchisees, engineers and internal teams to resolve issues.
• Ensure complaints are handled per procedures and timescales; write clear responses.
• Maintain accurate records in internal systems.
• Escalate complex/high-risk cases when needed.
• Identify recurring issues and drive continuous improvement.

Skills

Complaint handling

Written communication

Verbal communication

Customer service

Stakeholder engagement

Attention to detail

Organisational skills

Problem solving

Job description

£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.

Complaint Handler (Maternity Cover)

Metro Rod LTD

Full time (6 month FTC)

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.

The role:

We are seeking a highly professional and customer-focused Complaint Handler to join our Contact Experience Team within the Contact Centre on a maternity cover contract. This is an office-based role with the potential for a permanent opportunity following the cover period, subject to business requirements and performance. This is an initial 9-month contract with a view to progressing further.

Supporting both Metro Rod and Metro Plumb, the successful candidate will be responsible for managing customer complaints, handling urgent escalations, and providing operational support across our franchise network. This role plays a vital part in maintaining customer satisfaction, protecting business reputation, and ensuring issues are resolved effectively and efficiently.

What does it entail?

As a Complaints Handler, you will take ownership of customer complaints from initial receipt through to successful resolution, ensuring every customer receives a fair, professional and positive experience.

A key part of the role involves maintaining regular communication with customers throughout the complaint journey, keeping them informed of progress and managing expectations with empathy and professionalism. You will liaise with franchisees, engineers, supervisors and internal departments to gather information, coordinate actions and achieve timely resolutions.

You will be responsible for ensuring complaints are handled in line with company procedures, service standards and agreed timescales, while producing clear, accurate and customer-focused written responses. Maintaining detailed and accurate records within internal systems will also form an important part of your day-to-day responsibilities.

The role will see you acting as a key point of contact for customer escalations, providing support and guidance to the franchise network on customer-related matters and ensuring complex, sensitive or high-risk cases are escalated appropriately when required. In addition, you will identify recurring issues and emerging trends, helping to drive continuous improvement initiatives that enhance both the customer experience and operational performance across the business.

This is a varied and rewarding role that requires excellent communication skills, strong problem-solving abilities and a genuine commitment to delivering outstanding customer service.

What do we look for?

• Have previous experience complaint handling role.
• Demonstrate excellent written and verbal communication skills.
• Build positive relationships and establish trust with customers, franchisees and colleagues.
• Possess strong interpersonal skills and be confident engaging with stakeholders at all levels.
• Have exceptional attention to detail and strong organisational skills.
• Be able to manage multiple priorities and work effectively in a fast-paced environment.
• Demonstrate strong problem-solving skills and sound decision-making ability.
• Take ownership and accountability for customer issues through to successful resolution.
• Remain calm, professional and resilient when dealing with challenging situations.
• Show empathy, professionalism and good judgement in all customer interactions.
• Take a proactive and solution-focused approach to resolving issues.
• Thrive under pressure while maintaining a focus on delivering positive customer outcomes.
• Embrace and promote a collaborative "One Team" culture across the business.

What do you get?

• 25 days annual leave - plus bank holidays
• 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

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.