At a Glance
- Tasks: Manage customer complaints and ensure timely resolutions while maintaining communication.
- Company: Join a fast-growing company with a strong reputation for quality service.
- Benefits: Enjoy 25 days annual leave, pension scheme, and employee discounts.
- Other info: Potential for permanent role after maternity cover; dynamic team environment.
- Why this job: Make a real difference in customer satisfaction and enhance your problem-solving skills.
- Qualifications: Experience in complaint handling and excellent communication skills required.
The predicted salary is between 27839 - 27839 £ per year.
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 role involves 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.
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:
- 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.
Complaints Handler - Maternity Cover in Macclesfield employer: Metro Rod
Metro Rod LTD is an excellent employer that values its employees by fostering a dynamic and supportive work culture. With a strong focus on customer satisfaction, the company offers comprehensive benefits including 25 days of annual leave, a pension scheme, and opportunities for professional growth within a fast-growing organisation. Located in a collaborative environment, employees are encouraged to embrace a 'One Team' ethos, ensuring a rewarding experience while contributing to the success of a well-respected brand in the waste and water services sector.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Handler - Maternity Cover in Macclesfield
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Metro Rod.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Metro Rod. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Complaints Handler - Maternity Cover in Macclesfield
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Metro Rod.
How to prepare for a job interview at Metro Rod
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Metro Rod's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Metro Rod offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
