Digital Customer Experience Administrator
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Key skills for this role
Role Overview
The Digital Customer Experience Administrator supports customer experience and operational performance in a fast-paced environment.
The role works with customers, franchisees, engineers, and internal departments to monitor digital portals, manage SLA compliance, and drive continuous improvement.
The position requires an organised, digitally confident, analytical, and customer-focused approach.
Key Skills for This Role
Full Job Posting
About Metro Rod
Metro Rod is a provider of drain clearance and maintenance services delivered through more than 60 UK franchisees.
Metro Rod is part of Franchise Brands' Waste and Water Services Division, alongside Metro Plumb, Willow Pumps, and Filta.
The business serves customers across facilities management, social housing, property management, retail, industrial, and leisure sectors.
Role Overview
The Digital Customer Experience Administrator supports customer experience and operational performance in a fast-paced environment.
The role works with customers, franchisees, engineers, and internal departments to monitor digital portals, manage SLA compliance, and drive continuous improvement.
The position requires an organised, digitally confident, analytical, and customer-focused approach.
Key Responsibilities
- Manage customer portals for national account customers and monitor operational performance.
- Ensure KPI and SLA targets are achieved and coordinate service delivery across relevant stakeholders.
- Resolve operational issues and maintain professional communication throughout the customer journey.
- Support franchisees and engineers with digital systems, applications, training, and process guidance.
- Produce operational and performance reports to identify trends, risks, and improvement opportunities.
- Work with Operations, IT, Finance, and Customer Experience teams to implement efficiency and customer satisfaction improvements.
Essential Skills and Experience
- Proven customer service experience in a fast-paced environment is required.
- Strong organisational, problem-solving, verbal communication, and written communication skills are required.
- Advanced Microsoft Word, Excel, and PowerPoint skills are required.
- Experience with digital systems, customer portals, or mobile applications is required.
- The role requires data analysis, informed operational decision-making, stakeholder relationship building, and independent initiative.
- Experience supporting or training customers, engineers, or operational teams is required.
- Flexibility, adaptability, and commitment to continuous improvement and customer experience excellence are required.
Desirable Experience
- Experience in franchise operations, operational support, or customer service environments is desirable.
- Experience producing KPI, SLA, or operational performance reports is desirable.
- Understanding of field service or national account environments is desirable.
Personal Attributes
The role values confidence, proactive self-motivation, an adaptable communication style, and a team-oriented approach.
The successful candidate should be comfortable having difficult conversations and working with systems, data, and processes.
Benefits
- Benefits include 25 days of annual leave plus bank holidays, company pension, life assurance, and additional paid or special leave.
- Additional benefits include a Cycle to Work Scheme, company events, free eye tests or glasses subsidy, free standard parking, occupational health support, and an employee discounts platform.
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