“I joined Metro Rod in 2013, in the contact centre answering the phones. I thought it would be a temporary role but I started to get quite involved, and when a position for call centre supervisor came up I applied. I started dealing with a lot more of the franchising side of the business, talking to franchisees and sorting out issues and escalations. I really enjoyed problem-solving.
After a short-term role in the Operations team, I was approached by the Franchise Director to be an Operations Manager under his guidance. The role involved taking over the management of all subcontractors and we realised that we could quickly turn around this loss-making activity by franchising elements of the work, restructuring the contractor relationships and making sure the work was being carried out on sound commercial terms for us and the customers. When Metro Rod was acquired by Franchise Brands in 2017, I saw the potential and embraced Franchise Brands’ plans for the business under the Vision 2023 strategy to support and empower franchisees. There was a huge opportunity to work more collaboratively with the franchisees.
I was promoted to Head of Franchise Operations in 2020, covering franchise sales, health and safety and the whole operations of Metro Rod. I wanted to completely change the engagement with Metro Rod and Metro Plumb franchisees, to make this more positive and encouraging, focusing on solutions and learning opportunities rather than on things that might have gone wrong. I really enjoy engaging with franchisees on a daily basis, persuading them to hire that extra person and buy that extra van and reassuring them that it will be okay if they follow our principles in franchising. In 2023, I introduced a way to recognise franchisees who do well. The first week of the month I spend a day contacting all the franchisees who had their best month ever to say well done and to buy lunch for their entire team. It’s a small gesture but they really appreciate it and it motivates them.
My career has excelled beyond anything I could have imagined. I didn’t do well in school, so it’s been amazing being able to work with supportive colleagues who mentor and coach me. I’m given the opportunity to try things out. I have some mad ideas, but it’s not often I’m told no, and there’s someone always at the end of the phone if I need support.
The business has really invested in my development. I recently became a Qualified Franchise Professional (QFP). Last year I completed a Directors’ course where I got to meet senior people from different companies and learn about different aspects of business such as finance, marketing, and how to engage with different people. I use what I learned about leadership to help franchisees and also my team to develop. I have also recently been promoted to the role of Franchise Director in 2023.”
