Customer Service Coordinator

Overview

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 to receive brand new equipment with maintenance costs covered.

When you join the JLA family, you'll also gain access to an extensive benefits package. We care about our people and provide well-being tools, financial guidance, and legal advice. Our Employee Assistance Programme, 24/7 Wellness and Lifestyle App, and Mental Health First Aiders support you through life's challenges. We offer up to 8 counselling sessions (in-person or remote) for flexibility to suit individual needs.

You can reach fitness goals with a free onsite gym at head office plus gym membership discounts. For financial support, we provide life assurance, company sick pay, a company pension, free office parking, eye care vouchers, a cycle-to-work scheme, and exclusive discounts via our staff benefits hub. We also support a healthy work-life balance with 25 days of annual leave plus bank holidays, flexible working options, and enhanced family leave policies.

We value employees and offer a Colleague Recognition Scheme, career development, training, and a Refer a Friend scheme with up to £1,000 in bonus rewards.

The company offers Total Care again: a rental model that lets customers pay a single monthly amount to receive brand new equipment with maintenance costs covered.

The Customer Service Coordinator manages all work that comes from the inbound contact and sales teams. They plan work for engineers to complete, both in real time when faults are identified and for future preventative maintenance works and/or installations.

It is important that the Customer Service Coordinator plans work to meet customer contract obligations while ensuring that work is planned with maximum efficiency and delivers maximum value to the business.

The Customer Service Coordinator will collaborate regularly with colleagues within Service Delivery teams across the UK to ensure works are completed and invoiced on time. They will also work with the field; they are the first point of contact for engineers and support the Regional Leads to plan labour availability and report on performance.

• Call/Email Handling
• Taking inbound and making outbound communications with engineers and handling planning-related queries
• Outreach to customers to plan works in alignment with them
• Managing emails in a timely and effective manner
• Works in Progress activity
• Reviewing, actioning, and updating the business on the progress of customer works, including:
• Ensuring all jobs planned/allocated are progressed within SLA
• Ensuring that jobs are progressed by engineers within the operating system after completion
• Planning jobs to be productive in terms of travelling time and on-site time

• Work with engineers daily by phone/meetings to ensure diaries are full and works are planned effectively with regional leads for month-ahead planning and performance review
• KPI reporting to service delivery management and regional leads to show performance

• Computer skills
• Excellent customer service skills
• Strong written and spoken English
• Good geographical knowledge
• Experience in a Fire-related business
• Commercial knowledge/understanding

• Experience working in a customer-facing role
• Experience planning/scheduling in a fast-paced environment
• Experience in time-critical roles with multitasking abilities
• Experience planning/dispatching in a Fire business

• Excellent communication skills
• Good attention to detail
• Ability to multitask and self-prioritise
• Good time management skills
• Ability to interact with other departments and regions within JLA
• Strong problem-solving skills