Complaints Handler - Maternity Cover in Macclesfield

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 role: We are seeking a highly professional and customer-focused Complaint Handler to join our Contact Experience Team within the Contact Centre on a maternity cover contract. This is an office-based role with the potential for a permanent opportunity following the cover period, subject to business requirements and performance. This is an initial 9-month contract with a view to progressing further.

Supporting both Metro Rod and Metro Plumb, the successful candidate will be responsible for managing customer complaints, handling urgent escalations, and providing operational support across our franchise network. This role plays a vital part in maintaining customer satisfaction, protecting business reputation, and ensuring issues are resolved effectively and efficiently.

What does it entail? As a Complaints Handler, you will take ownership of customer complaints from initial receipt through to successful resolution, ensuring every customer receives a fair, professional and positive experience. A key part of the role involves maintaining regular communication with customers throughout the complaint journey, keeping them informed of progress and managing expectations with empathy and professionalism. You will liaise with franchisees, engineers, supervisors and internal departments to gather information, coordinate actions and achieve timely resolutions. You will be responsible for ensuring complaints are handled in line with company procedures, service standards and agreed timescales, while producing clear, accurate and customer-focused written responses. Maintaining detailed and accurate records within internal systems will also form an important part of your day-to-day responsibilities.

The role will see you acting as a key point of contact for customer escalations, providing support and guidance to the franchise network on customer-related matters and ensuring complex, sensitive or high-risk cases are escalated appropriately when required. In addition, you will identify recurring issues and emerging trends, helping to drive continuous improvement initiatives that enhance both the customer experience and operational performance across the business.

This is a varied and rewarding role that requires excellent communication skills, strong problem-solving abilities and a genuine commitment to delivering outstanding customer service.

What do we look for? The ideal candidate will:

• Have previous experience in a complaint handling role.
• Demonstrate excellent written and verbal communication skills.
• Build positive relationships and establish trust with customers, franchisees and colleagues.
• Possess strong interpersonal skills and be confident engaging with stakeholders at all levels.
• Have exceptional attention to detail and strong organisational skills.
• Be able to manage multiple priorities and work effectively in a fast-paced environment.
• Demonstrate strong problem-solving skills and sound decision-making ability.
• Take ownership and accountability for customer issues through to successful resolution.
• Remain calm, professional and resilient when dealing with challenging situations.
• Show empathy, professionalism and good judgement in all customer interactions.
• Take a proactive and solution-focused approach to resolving issues.
• Thrive under pressure while maintaining a focus on delivering positive customer outcomes.
• Embrace and promote a collaborative "One Team" culture across the business.

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
• 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.