Customer Account Coordinator

Location:

Hybrid – 3 days in office (Ripponden or Manchester).
Salary: £26,000‑£28,000 per annum.
Vacancy type:
Permanent / Full Time.

Customer Account Coordinator

Customer Service Manager

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 support customers with laundry, catering, heating, fire safety, infection control, and air conditioning.

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

You will be part of a dynamic team of Account Coordinators with expert contract knowledge. You own your client’s contracts, providing outstanding service and acting as the customer’s internal representative. You handle requests and issues, serve as a one‑stop shop for top customers, and seek to retain and grow the relationship by proactively highlighting needs for products and services.

• Handle complex and non‑standard customer queries politely and professionally.
• Manage a portfolio of high‑net‑worth customer contacts across catering and laundry divisions.
• Proactively highlight opportunities to help customers with products and services.
• Ensure customer and business KPIs are met.
• Maintain up‑to‑date knowledge of customer contracts.
• Conduct regular proactive and reactive conversations with clients.
• Act as the internal liaison point of contact for ASMs/BDMs.
• Build successful relationships with internal and external stakeholders.
• Ensure full adherence and accuracy of the PMV schedule.
• Manage and account for WIP.
• Prepare and deliver customer reporting.
• Utilise portals for non‑standard customers.
• Analyse root causes of customer issues.
• Promote the company’s NPS score.

• Outstanding customer service skills.
• Ability to create a network of internal contacts to support query resolution.
• High initiative and a strong desire to learn.
• Methodical with excellent organisational and time‑management skills.
• Clear and articulate communication, both verbally and in writing.
• Great problem‑solving skills.
• Computer literacy, including Microsoft Office and smartphone apps.
• Excellent writing skills, using clear, concise language specific to the purpose and audience.

• Previous experience working in a customer service capacity.

• Demonstrated ability to provide outstanding customer service.
• Evidence of applying empathy to resolve customer queries.
• Experience taking ownership of customer queries.

• Empathy and patience, with the ability to quickly build rapport with customers.
• Ownership mindset and dedication to creating a fantastic customer experience.
• Willingness to develop and adapt to customer demands.