Customer Complaints Specialist – 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

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.