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- Tasks: Coordinate customer service operations and manage work for engineers efficiently.
- Company: Join JLA, a leader in providing essential services across various sectors.
- Benefits: Enjoy a comprehensive benefits package including wellness support, gym access, and flexible working options.
- Why this job: Make a real difference by ensuring customer satisfaction and operational efficiency.
- Qualifications: Strong communication skills and experience in customer-facing roles are essential.
- Other info: Dynamic work environment with opportunities for career development and recognition.
The predicted salary is between 30000 - 42000 £ per year.
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.
Role Overview
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.
Key tasks
- 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
Field Management
- 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
Knowledge, Skills & Experience
- Computer skills
- Excellent customer service skills
- Strong written and spoken English
- Good geographical knowledge
- Experience in a Fire-related business
- Commercial knowledge/understanding
Experience
- 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
Personal Qualities
- 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
#J-18808-Ljbffr
Customer Service Coordinator employer: JLA Group
Contact Detail:
JLA Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Coordinator
✨Tip Number 1
Network like a pro! Reach out to current or former employees at JLA on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by knowing your stuff! Research JLA’s services and values, especially their Total Care model. Show them you’re not just another candidate but someone who genuinely cares about their mission.
✨Tip Number 3
Practice your customer service skills! Think of scenarios where you’ve solved problems or handled tough situations. Be ready to share these stories during your interview to showcase your experience.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the JLA family!
We think you need these skills to ace Customer Service Coordinator
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Service Coordinator role. Highlight your relevant experience in customer service and planning, and show us how your skills align with what we're looking for.
Show Off Your Communication Skills: Since this role involves a lot of communication, let your written application reflect your strong English skills. Use clear and concise language, and don’t forget to proofread for any typos or errors before hitting send!
Demonstrate Your Problem-Solving Abilities: We love candidates who can think on their feet! In your application, share examples of how you've tackled challenges in previous roles, especially in fast-paced environments. This will show us you’re ready for the dynamic nature of the job.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at JLA Group
✨Know the Company Inside Out
Before your interview, take some time to research JLA and its services. Understand their Total Care model and how it benefits customers. This knowledge will not only impress your interviewers but also help you relate your answers to the company's values and mission.
✨Showcase Your Customer Service Skills
As a Customer Service Coordinator, your ability to handle queries and manage communications is key. Prepare examples from your past experiences where you successfully resolved customer issues or improved service delivery. Be ready to discuss how you can bring that same level of excellence to JLA.
✨Demonstrate Your Planning and Organisational Skills
Since the role involves planning work for engineers and managing schedules, be prepared to talk about your experience in similar roles. Share specific instances where you effectively managed multiple tasks or projects, highlighting your attention to detail and time management skills.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the tools they use for planning, or how success is measured in the role. This shows your genuine interest in the position and helps you gauge if it's the right fit for you.
