Digital Customer Experience Administrator
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.
About Metro Rod
Metro Rod has been an industry leader for over forty years, working with major brands such as Equans, Amey, Aldi, Mitie, Greggs, McDonalds, Wetherspoons, and many more across FM, Social Housing, Property Management, Retail, Industrial and Leisure sectors. As part of Franchise Brands, we are a fast‑growing and dynamic business serving clients nationally.
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 manage all their regular drain maintenance, and we’ll bring the same high standards of service to tackle any 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.
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. The ideal applicant will be highly organised, digitally confident, analytical, and passionate about customer service excellence.
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 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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