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

Working within the customer service department within the Hixon office you will be responsible for keeping our customer records up to date, logging jobs and call outs from customer portals, phones and email. Managing your time wisely to ensure that all tasks are completed within agreed SLA’s. The role also includes communicating with to our customer to ensure that queries are

responded/resolved in a timely manner. You will have excellent attention to detail, communication and interpersonal skills.

Key tasks

Taking incoming calls from customers, engineers, and suppliers, providing support and administration service

Uploading to customer portals all relevant compliance certification and updating any job notes

Liaison with customers to ensure they are kept informed on progress and managing any issues

Review, action and update the business on the progress of customers works

Ensure all jobs are progressed by engineers within the operating system when they have been physically completed

Criteria

Essential (attributes required for candidate to be considered)

Desirable (attributes can be trained or developed)

Raising jobs via system and passing on to the relevant dispatching team

Managing all inbound communications from customers and handling customer queries

Making outbound communication to customers to progress and resolve customer requests

Managing customer emails including being a conduit between departments if needed

Making outbound communication to customers to plan works in with them

Service Delivery

Demonstrate an understanding of what service delivery excellence is for your role

Ensuring you set a culture of excellent customer service ensuring the basics are right every time and lead a team where service is central to good performance

Work collaboratively with teams in Operations to ensure that sales and service SLAs are delivered

Managing Risk

Awareness of your operational and regulation risks which may impact on your role

Responsibility for reporting to your line manager any risk which may impact the business

Managing Health & Safety

Ensuring you deliver your role within the Compliance framework set.

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

Proficient level of computer skills

Excellent customer service skills

Good knowledge of the English

language, both written and verbal

Good geographical knowledge

Experience (what you have done)

Working in a customer facing role • Working in time critical roles and the ability to multitask

Working in a customer service environment handling both inbound/ outbound calls and email inboxes

Effective problems solving skills