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Metro Rod Logo Metro Rod · Customer Service

Complaints Handler

United Kingdom, Macclesfield 27839.00 GBP / Year · Job Posted June 14, 2026
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Job Description

We are seeking a highly professional and customer-focused Complaint Handler to join our Contact Experience Team within the Contact Centre on a maternity cover contract. This is an office-based role with the potential for a permanent opportunity following the cover period, subject to business requirements and performance. This is an initial 9-month contract with a view to progressing further. Supporting both Metro Rod and Metro Plumb, the successful candidate will be responsible for 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.

Job Responsibility

  • Manage customer complaints
  • Handle urgent escalations
  • Provide operational support across franchise network
  • Maintain regular communication with customers
  • Liaise with franchisees, engineers, supervisors and internal departments
  • Ensure complaints are handled in line with company procedures
  • Produce clear, accurate and customer-focused written responses
  • Maintain detailed and accurate records within internal systems
  • Act as key point of contact for customer escalations
  • Provide support and guidance to franchise network
  • Ensure complex, sensitive or high-risk cases are escalated appropriately
  • Identify recurring issues and emerging trends
  • Drive continuous improvement initiatives

Requirements

  • Have previous experience 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 we offer

  • 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
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