At a Glance
- Tasks: Deliver exceptional customer experiences and manage digital systems for national accounts.
- Company: Join Metro Rod, a leader in drain clearance with over 40 years of experience.
- Benefits: Enjoy 25 days annual leave, pension scheme, employee discounts, and more.
- Other info: Flexible work culture with opportunities for personal and professional growth.
- Why this job: Be part of a dynamic team improving customer service in a fast-paced environment.
- Qualifications: Experience in customer service, strong IT skills, and a passion for problem-solving.
The predicted salary is between 30000 - 40000 £ per year.
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.
About Metro Rod: Metro Rod has been an industry leader for over forty years, working with major brands across FM, Social Housing, Property Management, Retail, Industrial and Leisure sectors. As part of Franchise Brands, we are a fast-growing and dynamic business serving clients nationally. 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. 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.
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. The ideal applicant will be highly organised, digitally confident, analytical, and passionate about customer service excellence.
- 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 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.
Digital Customer Experience Administrator in Macclesfield employer: Metro Rod Newport & Hereford
Metro Rod is an exceptional employer that prioritises employee growth and development within a dynamic and fast-paced environment. With a strong focus on customer service excellence, employees benefit from comprehensive training, a supportive work culture, and a range of perks including generous annual leave, pension schemes, and employee assistance programmes. Joining Metro Rod means being part of a reputable company with over forty years of industry experience, where your contributions directly impact customer satisfaction and operational efficiency.
Contact Details:
Metro Rod Newport & Hereford Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Digital Customer Experience Administrator in Macclesfield
✨Tip Number 1
Get to know the company inside out! Research Metro Rod and its services, especially how they handle customer experience. This will help you tailor your conversations and show that you're genuinely interested in the role.
✨Tip Number 2
Practice your problem-solving skills! Think of examples from your past experiences where you've tackled challenges head-on. Be ready to share these during interviews to demonstrate your proactive approach.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insights into the company culture and might even give you a heads-up about the interview process.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining the team at Metro Rod and contributing to their customer experience excellence.
We think you need these skills to ace Digital Customer Experience Administrator in Macclesfield
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Digital Customer Experience Administrator role. Highlight your experience in customer service and any relevant skills that match the job description. We want to see how you can bring your unique flair to our team!
Show Off Your Problem-Solving Skills:In your application, share specific examples of how you've tackled challenges in previous roles. We love candidates who can think on their feet and come up with creative solutions, so don’t hold back on showcasing your problem-solving prowess!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see your qualifications and enthusiasm for the role.
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details directly and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts and you’ll be all set!
How to prepare for a job interview at Metro Rod Newport & Hereford
✨Know Your Customer Experience
Make sure you understand what exceptional customer service looks like, especially in a digital context. Research Metro Rod's approach to customer experience and think about how you can contribute to that. Be ready to share examples from your past experiences where you've gone above and beyond for customers.
✨Show Off Your Problem-Solving Skills
Prepare to discuss specific challenges you've faced in previous roles and how you resolved them. Think of situations where you improved processes or enhanced customer satisfaction. This will demonstrate your proactive nature and ability to thrive in a fast-paced environment.
✨Get Comfortable with Data
Since the role involves analysing data and producing reports, brush up on your analytical skills. Be prepared to talk about how you've used data to make informed decisions in the past. If you have experience with KPIs or SLAs, make sure to highlight that!
✨Communicate Like a Pro
Strong communication is key for this role. Practice articulating your thoughts clearly and confidently. Think about how you would explain complex information to different stakeholders. Being able to adapt your communication style will show that you're a team player who can build strong relationships.
