Up to £28,000 DOE + benefits
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. Our services are provided by over 60 franchisees across the UK and we have been clearing and unblocking drains for more than thirty years, earning a reputation for quality service and customer satisfaction.
Within the Waste & Water Services Division of Franchise Brands we also operate Willow Pumps and Filta, expanding businesses focused on sewage pumps and commercial kitchen solutions. Together, the brands provide a complete one‑stop shop for keeping water and waste flowing.
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, 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.
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.
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