Customer Experience & Complaints Specialist (Maternity Cover)

Metro Rod; 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

Mintago Discounts

Job summary

Metro Rod LTD is seeking a professional Customer Experience Handler on a maternity cover contract. The role sits in the Contact Centre and focuses on owning the end-to-end resolution of customer complaints while supporting our nationwide franchise network.

The ideal candidate will be a calm, proactive communicator with experience in customer service or complaint handling, able to manage expectations, chase actions and drive improvements across the customer journey.

Qualifications

• Experience in customer service, customer experience or complaint handling.
• Strong communication skills, both written and verbal.
• Ability to manage multiple requests and keep records up to date.

Responsibilities

• Own complaints and escalations from start to finish.
• Provide clear, professional responses and keep customers informed.
• Chase updates on outstanding works and progress through invoicing.
• Identify recurring issues and help implement improvements.
• Coordinate with franchisees, engineers and internal teams to resolve issues.

Skills

Brilliant communication

Trust building

Organization

Proactive problem-solving

Job description

Metro Rod LTD is seeking a professional Customer Experience Handler on a maternity cover contract. The role sits in the Contact Centre and focuses on owning the end-to-end resolution of customer complaints while supporting our nationwide franchise network.

The ideal candidate will be a calm, proactive communicator with experience in customer service or complaint handling, able to manage expectations, chase actions and drive improvements across the customer journey.