Franchisee Support Manager

Franchisee Support Manager
Metro Rod & Metro Plumb
Full time permanent
Salary up to £35,000 DOE + benefits

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.

Role Overview

We’re looking for a driven and proactive Franchisee Operations/Support Manager to support and elevate our Metro Rod and Metro Plumb franchise network. Acting as the go-to contact for franchisees, you’ll play a key role in keeping operations running smoothly - resolving issues quickly, coordinating internal teams, and ensuring our network receives a seamless, professional support service.

You’ll take ownership of network performance, driving standards across SLA delivery, WIP management, and overall operational consistency. With a strong focus on customer excellence, you’ll embed and champion our 7 Steps to Customer Service, raising the bar on communication and ensuring every customer interaction is efficient, high-quality, and right first time.

In addition, you will liaise with the Head of Franchise Systems, and provide valuable operational insight & supporting system rollouts aligning with real-world franchise workflows.

What does it entail?

As Network Operations Manager, you’ll be at the heart of our franchise network—driving performance, supporting day-to-day operations, and ensuring a consistently high standard of customer service. Acting as the key link between franchisees and the Support Centre, you’ll resolve challenges, deliver training, and lead improvements that keep the network running efficiently and delivering for customers.

You will be spending your week between our support centre and visiting our franchise network.

Key responsibilities:

Network Performance & Delivery
Drive SLA performance and manage WIP across the network, ensuring timely service delivery and strong customer communication. Champion the 7 Steps to Customer Service and support underperforming franchises with targeted improvement plans.

Operational Support & Systems
Act as the main contact for franchisees, resolving day-to-day operational issues and coordinating with internal teams. Support system rollouts, training, and adoption, ensuring processes align with operational needs.

Training & Development
Deliver engaging training on customer service and operational standards, while coaching franchisees to improve performance and embed a customer-first culture.

Quality & Continuous Improvement
Carry out audits and performance reviews to maintain high standards, working closely with internal teams to ensure compliance, consistency, and ongoing improvement.

Collaboration & Strategy
Partner with Sales, National Accounts, and wider teams to support client retention, onboard new franchisees, and contribute to broader business initiatives.

What do we look for?

A driven and commercially aware operations professional who thrives in a fast-paced, performance-led environment. Confident and resilient, comfortable managing challenges head-on - with strong influencing and problem-solving skills to drive the right outcomes.

A natural communicator, able to build relationships quickly and know how to balance support with challenge, particularly when working with external partners or franchisees. Highly organised, detail-focused, and able to make sound decisions under pressure without losing momentum.

Experience in coaching, training, and performance improvement, passionate about raising standards and delivering exceptional customer service. Someone who can bring a proactive mindset, a hands-on approach, and a genuine drive to make things better.

• Proven experience in operations management within a performance-driven environment. 
• Strong people management, coaching and influencing skills, particularly with external partners or franchisees. 
• Demonstrable tenacity and assertiveness when managing conflict or challenging situations. 
• Logical, strategic and solutions-focused thinker with strong problem-solving capability. 
• Excellent written and verbal communication skills with the ability to build rapport quickly. 
• Ability to make effective decisions under pressure while maintaining business-as-usual activity. 
• Experience designing and delivering training content. 
• Strong commitment to enhancing customer experience and service quality. 
• Flexible attitude to working hours and out-of-hours support when required. 
• Understanding of Health & Safety requirements or willingness to undergo training. 
• Willing and able to conduct regular travel to our franchise network.
• Must have a full clean UK driving license.

Personal Attributes

• Proactive, motivated and committed to supporting business growth. 
• High professional standards with the ability to act as a role model. 
• Able to work independently with strong organisational and prioritisation skills. 
• Resilient, adaptable and comfortable working at pace. 
• Strong attention to detail with a methodical approach. 
• Confident communicator who can challenge appropriately while maintaining strong working relationships. 

What do you get?

• 25 days annual leave – plus bank holidays
• Royal London, Company Pension
• Group Life Assurance
• Cycle to Work Scheme
• Free Eye Tests / Subsidy for Glasses
• Free Parking
• Employee Assistance Programme
• Occupational Health Support
• Employee Discounts Platform 

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.