At a Glance
- Tasks: Manage digital customer portals and enhance customer experience in a fast-paced environment.
- Company: Join Metro Rod, a leading provider of drain maintenance services with a strong reputation.
- Benefits: Enjoy 25 days annual leave, pension, employee discounts, and more!
- Other info: Flexible work environment with opportunities for personal and professional growth.
- Why this job: Be the key link between customers and teams, driving improvements and solving challenges.
- Qualifications: Experience in customer service, strong IT skills, and a proactive attitude are essential.
The predicted salary is between 27839 - 27839 £ per year.
- 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, Mc Donalds, 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 Power Point.
- 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.
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Digital Customer Experience Administrator - FTC in Macclesfield employer: Metro Rod Newport & Hereford
Metro Rod Newport & Hereford is an excellent employer, offering a competitive salary and a supportive work culture that prioritises employee development and safety. With opportunities for training and growth in the dynamic field of drainage engineering, you will be part of a dedicated team committed to delivering exceptional service across the UK, all while enjoying the benefits of working in a company that values its employees and their contributions.
Contact Details:
Metro Rod Newport & Hereford Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Digital Customer Experience Administrator - FTC in Macclesfield
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Metro Rod Newport & Hereford. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Metro Rod Newport & Hereford before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Digital Customer Experience Administrator - FTC in Macclesfield
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Metro Rod Newport & Hereford:Your cover letter is your chance to shine! Tell us why you want to work at Metro Rod Newport & Hereford specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Metro Rod Newport & Hereford!
How to prepare for a job interview at Metro Rod Newport & Hereford
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
