Customer Experience & Complaints Lead (Maternity)

Metro Rod Newport & Hereford; Macclesfield; On-site; 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 Scheme

Free Eye Tests / Subsidy for Glasses

Free Standard Parking

Employee Assistance Programme

Occupational Health Support

Employee Discounts Platform - Mintago

Job summary

Metro Rod LTD is seeking a dedicated Complaint Handler (Maternity Cover) to join our Customer Experience Team in an office-based role. You will own customer complaints from start to finish, liaising with franchisees and internal teams to ensure fair resolutions and timely progress through to invoicing.

You will review feedback, monitor WIP trends, and drive coaching and improvements across the network to enhance the overall customer journey.

Qualifications

• Experience in customer service, customer experience or complaint handling.
• Brilliant written and verbal communication.
• Ability to build trust with customers, franchisees and colleagues.
• Strong organisation and eye for detail.
• Proactive, solutions-focused approach and resilience.
• Ability to juggle priorities without dropping the ball.

Responsibilities

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

Skills

Brilliant communication

Trust building

Strong organisation

Chasing delays

Proactive problem-solving

Prioritisation

Trend spotting

Collaborative mindset

Job description

Metro Rod LTD is seeking a dedicated Complaint Handler (Maternity Cover) to join our Customer Experience Team in an office-based role. You will own customer complaints from start to finish, liaising with franchisees and internal teams to ensure fair resolutions and timely progress through to invoicing.

You will review feedback, monitor WIP trends, and drive coaching and improvements across the network to enhance the overall customer journey.