Customer Help Desk Co-ordinator

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 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.

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 SLAs. The role also includes communicating with our customer to ensure that queries are responded/resolved in a timely manner.

You will have excellent attention to detail, communication and interpersonal skills.

• 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
• 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

• 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

• 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

• Ensuring you deliver your role within the Compliance framework set.

• Proficient level of computer skills
• Excellent customer service skills
• Good knowledge of the English
• Good geographical knowledge

• 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 problem solving skills

Note:

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