Digital Customer Experience Administrator

Metro Rod; Macclesfield; On-site; GBP 25,055 - 30,622; Full time

Benefits offered by this job

25 days annual leave - plus bankholyds

Royal London Pension

Group Life Assurance

Additional Paid Leave / Special Leave

Cycle to Work Scheme

Company Events

Free Eye Tests / Subsidy for Glasses

Free Standard Parking

Employee Assistance Programme

Occupational Health Support

Employee Discounts Platform - Mintago

Job summary

Metro Rod is seeking a proactive Digital Customer Experience Administrator to monitor national account portals, support operational performance, and drive continuous improvement. You will coordinate service delivery with franchisees, engineers, and internal teams, resolving issues and maintaining clear communication throughout the customer journey.

The role emphasizes training users of digital systems, analysing data for trends, and delivering excellent service in a fast-paced environment.

Qualifications

• Proven experience delivering excellent customer service in a fast-paced environment.
• Strong organisational and problem-solving skills.
• Excellent verbal and written communication skills.
• Advanced IT skills including Microsoft Word, Excel, and PowerPoint.
• Experience using digital systems, customer portals, or mobile applications.
• Ability to analyse data and make informed operational decisions.
• Experience supporting or training customers, engineers, or operational teams.
• Ability to build strong working relationships with a variety of stakeholders.
• Self-motivated with the ability to work independently and use initiative.
• Flexible and adaptable approach to work.
• Commitment to continuous improvement and customer experience excellence.

Responsibilities

• Deliver an exceptional customer experience for national account customers by proactively managing customer portals and monitoring performance.
• Ensure KPI and SLA targets are achieved and act as a central contact between customers, franchisees, engineers and internal teams.
• Provide training and guidance on processes; produce operational and performance reports to identify trends, risks and opportunities for improvement.
• Work with Operations, IT, Finance and Customer Experience to implement solutions that enhance efficiency and satisfaction.

Skills

Customer service

Organisational skills

Communication skills

IT skills

Data analysis

Training customers/engineers

Stakeholder management

Independent work

Adaptability

Problem-solving

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Job description

+ benefits 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.

Metro Rod LTD Tytherington, Macclesfield Full time permanent 37.5 hours per week Up to £27,839 + benefits 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.

Role Overview

We are looking for a proactive and customer-focused Digital Customer Experience Administrator. This is an exciting opportunity for someone who thrives in a fast-paced operational environment and enjoys problem-solving, improving processes, and delivering an exceptional customer experience.

Working closely with customers, franchisees, engineers, and internal departments, you will play a vital role in monitoring digital customer portals, supporting operational performance, managing SLA compliance, and driving continuous improvement across the business.

This role is ideal for someone who is highly organised, digitally confident, analytical, and passionate about customer service excellence.

What does it entail?

The Digital Customer Experience Administrator is responsible for delivering an exceptional customer experience for national account customers by proactively managing customer portals, monitoring operational performance, and ensuring KPI and SLA targets are achieved. The role acts as a central point of contact between customers, franchisees, engineers, and internal departments, helping to coordinate service delivery, resolve operational issues, and maintain clear and professional communication throughout the customer journey.

The successful candidate will support franchisees and engineers with digital systems and applications, provide training and guidance on company processes, and produce operational and performance reports to identify trends, risks, and opportunities for improvement. Working closely with Operations, IT, Finance, and Customer Experience teams, the role also focuses on continuous improvement, problem-solving, and implementing solutions that enhance operational efficiency and customer satisfaction across the business.

What do we look for?

The successful candidate will be confident managing multiple priorities, communicating with stakeholders at all levels, and working proactively to solve operational challenges.

Essential Skills & Experience

• Proven experience delivering excellent customer service in a fast-paced environment.
• Strong organisational and problem-solving skills.
• Excellent verbal and written communication skills.
• Advanced IT skills including Microsoft Word, Excel, and PowerPoint.
• Experience using digital systems, customer portals, or mobile applications.
• Ability to analyse data and make informed operational decisions.
• Experience supporting or training customers, engineers, or operational teams.
• Ability to build strong working relationships with a variety of stakeholders.
• Self-motivated with the ability to work independently and use initiative.
• Flexible and adaptable approach to work.
• Commitment to continuous improvement and customer experience excellence.

Desirable

• Experience within franchise operations, operational support, or customer service environments.
• Experience producing KPI, SLA, or operational performance reports.
• Understanding of field service or national account environments.

Personal Attributes

• Confident
• Proactive and self-motivated.
• Strong problem-solving ability.
• Comfortable with having difficult conversations
• Adaptable communication style.
• Team-oriented with a willingness to support colleagues and franchisees.
• Comfortable working with systems, data, and processes.
• Adaptable and able to take on additional responsibilities when required.

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
• Company Events
• 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.