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- Tasks: Manage customer portals and ensure smooth workflow from job instruction to completion.
- Company: Join Metro Rod, a dynamic leader in drain clearance and maintenance services.
- Benefits: Enjoy 25 days annual leave, pension scheme, and employee discounts.
- Other info: Fast-paced environment with opportunities for professional growth.
- Why this job: Be the key link between customers and franchises, ensuring top-notch service.
- Qualifications: Strong admin and customer service background with IT skills.
The predicted salary is between 26000 - 28000 £ per year.
£26,000 - £28,000 + Benefits
Office-based
Metro Rod works 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.
About This Role
We are looking for a Customer Portal Coordinator. Within this role you will oversee a number of customer portals and manage job data from work instruction through to completion. The role is responsible for maintaining portal accuracy, monitoring performance metrics, ensuring compliance with client requirements, and acting as a key liaison between customers and our local operating franchises. This position plays a critical role in ensuring smooth workflow, accurate reporting, and high levels of customer satisfaction whilst adhering to strict 24‑hour customer service level agreements.
Key Responsibilities
- Customer Portal Management
- Manage and maintain 3 customer portals and client systems
- Upload, update, and validate job records, documents, certifications, and reports
- Ensure all portal data is accurate, complete, and submitted within required timescales
- Monitor portal alerts, tasks, and workflow queues
- Performance & Compliance Monitoring
- Track KPIs and service performance metrics within customer portals
- Ensure contractual SLAs and response times are met within 24 hours
- Identify risks to performance targets and elevate where required
- Produce performance and compliance reports where required
- Work Data & Job Lifecycle Control
- Oversee job records from initial instruction through to completion and closure
- Ensure supporting documentation is correctly logged (photos, reports, surveys, certificates, etc.)
- Check job status accuracy across systems
- Coordinate corrections or updates with operational teams
- Customer Liaison
- Act as a point of contact for portal‑related customer queries
- Liaise with customer representatives regarding submissions, status updates, and performance matters
- Support client audits and information requests
- Maintain professional and responsive communication with customers and franchises
What do we look for?
- A strong background in administration and customer service
- Experience working under tight deadlines/fast‑paced environment
- IT savvy
- Ability to multi‑task
- Work well under pressure
- Confident and able to communicate effectively with others
- Proactive with the ability to work independently
- Strong problem‑solving mindset
- Professional, discreet and reliable with sensitive data
Benefits
- 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
- Laptop / Company Mobile
- Free Eye Tests / Subsidy for Glasses
- Electric Car Charging Points
- Free Standard Parking
- Employee Assistance Programme
- Occupational Health Support
- Employee Discounts Platform – Sodexo
Portal Support Coordinator in Macclesfield employer: Metro Rod Newport & Hereford
Contact Detail:
Metro Rod Newport & Hereford Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Portal Support Coordinator in Macclesfield
✨Tip Number 1
Get to know the company inside out! Research Metro Rod and its services, especially how they manage customer portals. This will help you tailor your conversation during interviews and show that you're genuinely interested in the role.
✨Tip Number 2
Practice your communication skills! As a Customer Portal Coordinator, you'll be liaising with clients and franchises. Role-play common scenarios with a friend or family member to boost your confidence and ensure you can handle queries like a pro.
✨Tip Number 3
Show off your IT skills! Brush up on any relevant software or tools that might be used in managing customer portals. If you can demonstrate your tech-savviness during the interview, it’ll definitely give you an edge.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and keen to join the team at Metro Rod!
We think you need these skills to ace Portal Support Coordinator in Macclesfield
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Portal Support Coordinator role. Highlight your experience in administration and customer service, and show us how you can manage multiple tasks under pressure.
Show Off Your IT Skills: Since this role involves managing customer portals, let us know about your tech-savviness! Mention any relevant software or systems you've worked with, and how you’ve used them to improve efficiency.
Be Clear and Concise: When writing your application, keep it straightforward. Use bullet points where possible to make it easy for us to see your key achievements and skills. We love a well-structured application!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Metro Rod Newport & Hereford
✨Know the Company Inside Out
Before your interview, take some time to research Metro Rod and its services. Understand their customer base and the sectors they operate in. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Showcase Your Admin Skills
As a Portal Support Coordinator, you'll need strong administrative skills. Be prepared to discuss your experience with managing data, monitoring performance metrics, and ensuring compliance. Bring examples of how you've successfully handled similar tasks in the past.
✨Demonstrate Your Customer Service Mindset
This role involves liaising with customers and franchises, so highlight your customer service experience. Share specific instances where you resolved issues or improved customer satisfaction, showcasing your proactive approach and problem-solving abilities.
✨Prepare for Scenario-Based Questions
Expect questions that assess how you would handle real-life situations related to the job. Think about scenarios involving tight deadlines, multi-tasking, or dealing with difficult customers. Practising your responses will help you feel more confident during the interview.