Complaints Handler - Maternity Cover

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

Benefits offered by this job

25 days annual leave

Royal London pension

Group Life Assurance

Cycle to Work

Eye tests/subsidy for glasses

Free parking

Employee Assistance Programme

Occupational Health Support

Mintago discounts

Job summary

Metro Rod LTD is seeking a proactive Complaint Handler on maternity cover to manage customer complaints and ensure a positive resolution across the customer journey.

You will own escalations, keep customers informed and coordinate with franchisees, engineers and internal teams to move works promptly to invoicing, while maintaining accurate records and driving improvements.

Qualifications

• Brilliant communication skills—both written and verbal.
• Natural ability to build trust with customers, franchisees and colleagues.
• Strong organisation and a sharp eye for detail.
• The confidence to challenge delays and chase actions when needed.
• A proactive, solutions-first approach and the resilience to handle tricky situations.
• Ability to juggle priorities without dropping the ball.
• A knack for spotting trends and turning feedback into improvements.
• Collaborative mindset and enthusiasm for our “One Team” culture.

Responsibilities

• Own complaints and escalations from start to finish.
• Provide clear, professional and human responses.
• Keep accurate records and elevate sensitive cases when needed.
• Spot recurring issues and help prevent them from happening again.
• Keep Jobs Moving and chase updates on outstanding works.
• Twice a month, contact franchise network to review outstanding jobs.

Skills

Communication skills

Customer trust

Attention to detail

Organisational skills

Proactive problem-solving

Time management

Trend spotting

Team collaboration

Job description

Complaint Handler (Maternity Cover)
Metro Rod LTD
Full time
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, 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 also:

• Own complaints and escalations from start to finish.
• Provide clear, professional and human responses.
• Keep accurate records and elevate sensitive cases when needed.
• Spot recurring issues and help prevent them from happening again.
• Keeping Jobs Moving

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.

Turning feedback into action:

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:

• Brilliant communication skills—both written and verbal.
• A natural ability to build trust with customers, franchisees and colleagues.
• Strong organisation and a sharp eye for detail.
• The confidence to challenge delays and chase actions when needed.
• A proactive, solutions-first approach and the resilience to handle tricky situations.
• The ability to juggle priorities without dropping the ball.
• A knack for spotting trends and turning feedback into improvements.
• A collaborative mindset and enthusiasm for our “One Team” culture.

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?

• 25 days annual leave – plus bank holidays
• Royal London, Company Pension
• Group Life Assurance
• 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.