JLA has been providing critical assets and services to a range of businesses and sectors including Care Homes, Hospitals, Schools, and Hotels for over 50 years. These assets and services are crucial in supporting customers with their Laundry, Catering, Heating, Fire Safety, Infection Control, and Air Conditioning.

The company offers a unique, all-inclusive package called Total Care, this rental model allows customers to make a single monthly payment, to receive brand new equipment, and have maintenance costs taken care of.

Role overview

We are looking for a customer focused individual to join our Customer Help Desk. Working as a part of a vibrant and energetic team, your role is to support the team to handle our customer queries and be a point of escalation, take ownership of the situation and demonstrate real empathy to provide a resolution to the customer’s satisfaction. Our team also provides technical support to the customer, for which training will be provided. The expert provides technical support to the team. The expert will deputise for the Team Leader and will support with team reporting, quality monitoring, feedback and coaching. We are looking for a professional and enthusiastic individual with very strong experience in customer service. The ability to work in a fast-paced environment and desire to deliver a great customer experience is essential.

Key tasks

Manage the handling of Customer Queries escalations in a polite and professional manner

Deputising for Team Leader

Providing technical support to team and customers

Liaising with internal departments to resolve customer queries

Supporting the team to achieve customer and business KPIs

Customer Help Desk reporting and analysis

Identifying opportunities for demand reduction and process improvement.

Customer contact quality monitoring and feedback

Coaching of advisors with technical and ‘soft’ skills

Lead team buzz sessions

Promote employee engagement

Criteria

Essential (attributes required for candidate to be considered)

Desirable (attributes can be trained or developed)

Knowledge and Skills (what you know and what you can do)

Ability to provide outstanding levels of customer service

Skilled in creating a network of internal contacts to support the resolution of customer queries

Good organisational skills

Good knowledge of the English language, both written and verbal

Analytical skills

Good level of computer literacy including Microsoft

Proficiency of using Office and Smartphone Apps

Excellent writing skills with the ability to use clear, concise language specific for the purpose and audience

Experience (what you have done)

Demonstrated ability to provide outstanding customer service

Experience of working in a busy team; driven to achieve personal, team, and business goals

Demonstrated evidence of applying ‘soft-skills’ such as empathy to resolving customer queries

Demonstrated experience of taking ownership of customer queries

Previous experience of working in a customer helpdesk capacity

Personal qualities

(the way you think and act)

Aptitude for quickly building rapport with our customers by showing patience, empathy and understanding

Strong team player

Confidence and eagerness to own and resolve issues by showing initiative and willingness to learn

Customer focused with a drive to increase efficiencies through process improvement

Confidence in communication with colleagues across the business

Ability to challenge the ‘status quo’

Confidence in providing feedback and sometimes challenging conversation