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- Tasks: Support customers by managing queries and ensuring timely resolutions.
- Company: Join JLA, a leader in providing essential services across various sectors.
- Benefits: Enjoy a competitive salary, training opportunities, and a supportive work environment.
- Why this job: Be part of a team that values excellent customer service and makes a real difference.
- Qualifications: Strong communication skills and experience in customer-facing roles are essential.
- Other info: Dynamic workplace with opportunities for growth and development.
The predicted salary is between 30000 - 42000 £ per year.
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.
Role Overview
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 customers to ensure that queries are responded to/resolved in a timely manner. You will have excellent attention to detail, communication and interpersonal skills.
Key Tasks
- 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
Service Delivery
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.
Managing Risk
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.
Managing Health & Safety
Ensuring you deliver your role within the Compliance framework set.
Criteria - Essential Knowledge and Skills
- Proficient level of computer skills
- Excellent customer service skills
- Good knowledge of the English language
- Good geographical knowledge
Experience
- 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
Customer Help Desk Co-ordinator in Stafford employer: JLA Group
Contact Detail:
JLA Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Help Desk Co-ordinator in Stafford
✨Tip Number 1
Get to know the company inside out! Research JLA's services and values so you can chat confidently about how you can contribute to their mission. This shows you're genuinely interested and ready to hit the ground running.
✨Tip Number 2
Practice your communication skills! Since you'll be handling customer queries, make sure you can articulate your thoughts clearly and concisely. Role-play with a friend or family member to get comfortable with potential scenarios.
✨Tip Number 3
Show off your multitasking abilities! Think of examples from your past experiences where you've juggled multiple tasks successfully. This will help demonstrate that you can manage the fast-paced environment at JLA.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re tech-savvy and familiar with the digital tools we use in our customer service operations.
We think you need these skills to ace Customer Help Desk Co-ordinator in Stafford
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience that match the Customer Help Desk Co-ordinator role. Highlight your customer service experience and any relevant technical skills, as we love seeing how you can contribute to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer service and how your background makes you a perfect fit for JLA. Keep it concise but engaging – we want to feel your enthusiasm!
Show Off Your Communication Skills: Since this role involves a lot of communication, make sure your application showcases your excellent written skills. Use clear language and check for any typos or errors – we appreciate attention to detail!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
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 package and how it benefits customers in various sectors. This knowledge will help you demonstrate your genuine interest in the role and show that you’re ready to contribute to their mission.
✨Showcase Your Customer Service Skills
Since the role is all about customer interaction, prepare examples from your past experiences where you’ve excelled in customer service. Think of specific situations where you resolved issues or improved customer satisfaction. This will highlight your ability to handle calls and emails effectively.
✨Demonstrate Time Management Abilities
The job requires managing multiple tasks within agreed SLAs. Be ready to discuss how you prioritise tasks and manage your time efficiently. You could even share a story about a time when you successfully juggled competing deadlines to show you can thrive in a fast-paced environment.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, company culture, and what success looks like in this role. This not only shows your enthusiasm but also helps you gauge if the company is the right fit for you.
