Customer Account Coordinator

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.

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 counseling 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!

You’ll be working in a team of dynamic and confident Account Co-Ordinators who have expert contract knowledge with our top customers. You will own your client’s contracts ensuring you provide outstanding service, act as the customer’s internal representative and be tenacious in dealing with your customers’ requests and issues, providing a one stop shop for our top customers.

The contact you have with our customers will ensure we retain and grow the relationship by proactively highlighting customer needs for our products and services. You will represent the JLA brand individually for your own customer base.

• Handling complex and non-standard customer queries in a polite and professional manner
• Managing a portfolio of high net worth customer contacts within both catering and laundry divisions.
• Proactively highlight opportunities to help the customer with products and services.
• Ensure that customer and business KPIs are met
• Expert and up to date knowledge of customer contracts.
• Regular pro-active and reactive conversations with clients.
• Act as the internal liaison point of contact for ASMs/BDMs.
• Building successful relationship with internal and external stakeholders.
• Ensure full adherence and accuracy of PMV schedule.
• Management and accountability of WIP.
• Prepare and deliver customer reporting.
• The use of portals for non-standard customers.
• Root cause analysis into customer issues.
• Promotion of company NPS score.

attributes required for candidate to be considered

attributes can be trained or developed

what you know and what you can do

• You will have the ability to provide outstanding levels of customer service
• You will be skilled in creating a network of internal contacts to support the resolution of customer queries.
• Show great initiative and be eager to learn
• Be methodical and have great organisational and time management skills.
• The ability to communicate clearly and articulately, both verbally and in writing.
• Good level of computer literacy including Microsoft Office and Smartphone Apps
• Excellent writing skills with the ability to use clear, concise language specific for the purpose and audience

what you have done

• Demonstrated ability to provide outstanding customer service
• 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 service capacity

• You will have empathy and patience, with the ability to quickly build rapport with our customers
• You will focus on taking ownership and creating a fantastic customer experience
• You will have a willingness to develop and be adaptable to customer demands