Complaint Handler (Maternity Cover)
Metro Rod LTD
Full time (6 month FTC)
37.5 hours per week
£27,839 per year pro‑rate
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.
What does it entail?
As a Complaints Handler, you will take ownership of customer complaints from initial receipt through to successful resolution, ensuring every customer receives a fair, professional and positive experience.
Key responsibilities include maintaining regular communication with customers throughout the complaint journey, liaising with franchisees, engineers, supervisors and internal departments to gather information, coordinate actions and achieve timely resolutions. You will also ensure complaints are handled in line with company procedures, service standards and agreed timescales, producing clear, accurate and customer‑focused written responses and maintaining detailed records within internal systems.
The role will serve as a key point of contact for customer escalations, providing support and guidance to the franchise network and ensuring complex, sensitive or high‑risk cases are escalated appropriately. You will identify recurring issues and emerging trends, helping to drive continuous improvement initiatives that enhance customer experience and operational performance.
This role requires excellent communication skills, strong problem‑solving abilities and a genuine commitment to delivering outstanding customer service.
What do we look for?
- Previous experience in a complaint handling role.
- Excellent written and verbal communication skills.
- Ability to build positive relationships and establish trust with customers, franchisees and colleagues.
- Strong interpersonal skills and confidence engaging with stakeholders at all levels.
- Exceptional attention to detail and strong organisational skills.
- Capacity to manage multiple priorities and work effectively in a fast‑paced environment.
- Strong problem‑solving skills and sound decision‑making ability.
- Ownership and accountability for customer issues through to successful resolution.
- Calm, professional and resilient attitude when dealing with challenging situations.
- Empathy, professionalism and good judgement in all customer interactions.
- Proactive and solution‑focused approach to resolving issues.
- Thrive under pressure while maintaining a focus on delivering positive customer outcomes.
- Commitment to a collaborative “One Team” culture.
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.
- 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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