At a Glance
- Tasks: Manage customer portals and enhance the digital experience for national account customers.
- Company: Join a dynamic, fast-growing company with over 40 years of experience in drain maintenance.
- Benefits: Enjoy 25 days annual leave, pension scheme, employee discounts, and more.
- Other info: Flexible work environment with opportunities for personal and professional growth.
- Why this job: Be part of a team that values customer satisfaction and continuous improvement.
- Qualifications: Experience in customer service, strong IT skills, and problem-solving abilities.
The predicted salary is between 28000 - 28000 € per year.
Up to £28,000 DOE + benefits
Metro Rod works with various clients 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. Our services are provided by over 60 franchisees across the UK, earning a reputation for quality service and customer satisfaction.
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.
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
- 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 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 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.
Digital Customer Experience Administrator in Macclesfield employer: Metro Rod
Metro Rod is an excellent employer, offering a dynamic work environment where employees can thrive in a fast-paced operational setting. With a strong focus on customer experience and continuous improvement, the company provides ample opportunities for professional growth and development, alongside a comprehensive benefits package that includes generous annual leave, pension schemes, and employee discounts. Located across the UK, Metro Rod fosters a collaborative culture that values teamwork and innovation, making it an attractive choice for those seeking meaningful and rewarding employment.
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 interact with customers. 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 employees on LinkedIn or attend industry events. This can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're keen on joining the team at Metro Rod and ready to dive into the digital customer experience world.
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 Communication Skills:Since this role involves a lot of communication with various stakeholders, it's crucial to demonstrate your verbal and written communication skills. Use clear and concise language in your application to show us you can convey information effectively.
Highlight Problem-Solving Experience:We love candidates who can think on their feet! Share examples of how you've tackled challenges in previous roles, especially in fast-paced environments. This will help us see your proactive approach to problem-solving.
Apply Through Our Website:Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you're keen to join our dynamic team at Metro Rod!
How to prepare for a job interview at Metro Rod
✨Know the Company Inside Out
Before your interview, take some time to research Metro Rod and its services. Understand their role in the FM, Social Housing, and Retail sectors. This will not only show your interest but also help you relate your experience to their operations.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you delivered exceptional customer service. Highlight situations where you solved problems or improved processes, as this aligns perfectly with what they’re looking for in a Digital Customer Experience Administrator.
✨Be Ready to Discuss Digital Tools
Since the role involves managing customer portals and digital systems, brush up on your IT skills. Be prepared to discuss any relevant software you've used, especially Microsoft Word, Excel, and PowerPoint, and how you’ve leveraged these tools to enhance customer experience.
✨Demonstrate Your Problem-Solving Ability
Think of specific instances where you faced operational challenges and how you overcame them. This will showcase your proactive approach and ability to work under pressure, which is crucial for the fast-paced environment at Metro Rod.
