Customer Portal Coordinator

Customer Portal Coordinator

Metro Rod LTD
Macclesfield

Full time permanent £26,000 - £28,000 + Benefits

Office-based

Metro Rod work 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. 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 deal with all their regular drain maintenance and we’ll bring the same high standards of service to tackle your 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.

About this role

We are looking for a Customer Portal Coordinator. Within this role you will oversee a number of customer portals and manage job data from work instruction through to completion. The role is responsible for maintaining portal accuracy, monitoring performance metrics, ensuring compliance with client requirements, and acting as a key liaison between customers and our local operating Franchises.

This position plays a critical role in ensuring smooth workflow, accurate reporting, and high levels of customer satisfaction whilst adhering to strict 24 hour customer service level agreements.

Key Responsibilities:

Customer Portal Management

• Manage and maintain 3 customer portals and client systems
• Upload, update, and validate job records, documents, certifications, and reports
• Ensure all portal data is accurate, complete, and submitted within required timescales
• Monitor portal alerts, tasks, and workflow queues

Performance & Compliance Monitoring

• Track KPIs and service performance metrics within customer portals
• Ensure contractual SLAs and response times are met within 24 hours
• Identify risks to performance targets and escalate where required
• Produce performance and compliance reports where required

Work Data & Job Lifecycle Control

• Oversee job records from initial instruction through to completion and closure
• Ensure supporting documentation is correctly logged (photos, reports, surveys, certificates, etc.)
• Check job status accuracy across systems
• Coordinate corrections or updates with operational teams

Customer Liaison

• Act as a point of contact for portal-related customer queries
• Liaise with customer representatives regarding submissions, status updates, and performance matters
• Support client audits and information requests
• Maintain professional and responsive communication with customers and Franchisees

What do we look for?

• A strong background in administration and customer service
• Experience working tight deadlines/fast-paced environment
• IT savvy
• Ability to multi-task
• Work well under pressure
• Confident and able to communicate effectively with others
• Proactive with the ability to work independently
• Strong problem-solving mindset
• Professional, discreet and reliable with sensitive data

Benefits:

• 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
• Laptop / Company Mobile
• Free Eye Tests / Subsidy for Glasses
• Electric Car Charging Points
• Free Standard Parking
• Employee Assistance Programme
• Occupational Health Support
• Employee Discounts Platform - Sodexo