Metro Rod is a fast‑growing business within Franchise Brands, specializing in drain clearance and maintenance services across the UK.
Customer Portal Coordinator
Location: Macclesfield
Employment Type: Full time permanent
Salary: £26,000 - £28,000 + Benefits
About This Role
We are looking for a Customer Portal Coordinator to oversee multiple customer portals and manage job data from instruction to completion. Responsibilities include maintaining portal accuracy, monitoring performance metrics, ensuring compliance with client requirements, and acting as a liaison between customers and local operating franchises. The role ensures smooth workflow, accurate reporting, and high customer satisfaction within strict 24‑hour service level agreements.
Key Responsibilities
* Manage and maintain three 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.
* 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 expedite escalation where required.
* Produce performance and compliance reports when required.
* 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.
* 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 franchisees.
What do we look for?
* Strong background in administration and customer service.
* Experience working to tight deadlines in a 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.
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