About our business

JLA is a mission critical infrastructure solutions business offering services Laundry, Catering, Heating, Fire Safety, Infection Control and Air Conditioning.

The company offers an end-to-end, on premise, machine supply and breakdown service proposition under the name Total Care, and additional products and services. JLA is driven by a world class Sales & Marketing engine, owns and maintains all assets, and has an efficient on-site operations team working with daily with customers.

When you join the JLA family, you'll also gain access to an extensive benefits package.

We care about our people and take your well-being seriously, which is why we offer a range of supportive tools for health and wellbeing, financial guidance, and legal advice. Our Employee Assistance Programme, 24/7 Wellness and Lifestyle App plus a dedicated team of Mental Health First Aiders are there to support you through life's challenges. We also offer up to 8 counselling sessions, which can be in-person or remote, providing you with the support and flexibility to suit your own personal needs.

You can reach any fitness goals with our free onsite gym at head office along with a range of other gym membership discounts available.

To offer financial support, we not only provide life assurance coverage, company sick pay, and a company pension scheme, we offer a range of added benefits such as free office parking, eye care vouchers, a cycle-to-work scheme, and exclusive discounts through our staff benefits hub.

We really pride ourselves in offering a healthy work-life balance and believe it is important to have time away to recharge which is why we provide 25 days of annual leave plus bank holidays, flexible working options, and enhanced family leave policies.

We are a company that appreciates you and invests in your success and even have a Colleague Recognition Scheme to celebrate your achievements. We're dedicated to your growth, offering support in career development and training. We value your referrals, and through our Refer a Friend scheme, you can earn up to £1,000 in bonus rewards!

Role overview

We are looking for a customer focused individual to join our Customer Resolutions Team. Working as part of a vibrant and energetic team, your role is to manage the handling of formal customer complaints, balancing the needs of the customer with the needs of the business, whilst ensuring compliance within regulatory requirements. The team take ownership of the complaint and demonstrate real empathy to provide a resolution to the customer’s satisfaction.

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 complaints in a polite and professional manner

Acknowledge and resolve customer complaints from across the business

Proactively building relationships with customers to build on our customer satisfaction levels

Manage the TotalCare Service Replacement process from end to end.

Liaising with all areas of the business to ensure efficient outcomes for the customer

Take responsibility and ownership of the complaint caseload and support effective resolutions.

Offer contract alterations and additional services to resolve cases.

Identifying opportunities for case reduction by identifying root causes and recommending opportunities for process improvement.

Monitor customer contact quality, net promotor score (NPS) and feedback

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

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

Good level of computer literacy including Microsoft

Proficiency in using Office and Smartphone Apps

Experience (what you have done)

Experience of working in a customer-focused environment.

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 complaints 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