Digital Customer Experience Administrator - FTC

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

Benefits offered by this job

25 days annual leave

Royal London Pension

Group Life Assurance

Cycle to Work Scheme

Company Events

Free Eye Tests

Free Standard Parking

Employee Discounts Platform

Occupational Health Support

Job summary

Metro Rod LTD in Tytherington, Macclesfield, is seeking a proactive Digital Customer Experience Administrator to join the team. This full-time role supports national accounts, monitors customer portals, and drives performance across franchisees and engineers to maintain high standards of service.

You will analyse data, generate reports, and deliver training on processes to enhance customer experience and drive continuous improvement across the business.

Qualifications

• Proven experience delivering excellent customer service in a fast-paced environment.

Responsibilities

• Monitor digital customer portals and ensure KPI/SLA targets are met.
• Coordinate service delivery between customers, franchisees, engineers and internal teams.
• Provide training and guidance on company processes and tools to customers and internal staff.

Skills

Customer service

Organisational skills

Communication (verbal/written)

Data analysis

Training/Support customers

Stakeholder management

Problem solving

Independent worker

Adaptable

Digital/system confidence

Tools

Microsoft Word

Excel

PowerPoint

CRM/digital portals

Job description

Digital Customer Experience Administrator

Metro Rod LTD

Tytherington, Macclesfield

Full time, 6 month FTC

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. 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.