At a Glance
- Tasks: Support customers by resolving queries and maintaining clear communication.
- Company: Join JLA, a leader in providing essential services for various sectors.
- Benefits: Enjoy a competitive salary, extensive health support, and flexible working options.
- Other info: Great career growth opportunities and a supportive work environment.
- Why this job: Make a real difference in customer care while developing your skills.
- Qualifications: Experience in customer service and strong communication skills are essential.
The predicted salary is between 25500 - 25500 € per year.
Location: Hybrid / 3 days in the office (Ripponden)
Salary: £25,500
Job Type: Temporary Contract / Secondment
About our business
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.
Benefits
- Access to an extensive benefits package including health and wellbeing support, financial guidance, and legal advice.
- Employee Assistance Programme, 24/7 Wellness and Lifestyle App, and a dedicated team of Mental Health First Aiders.
- Up to 8 counselling sessions, which can be in-person or remote.
- Free onsite gym at head office along with gym membership discounts.
- Life assurance coverage, company sick pay, and a company pension scheme.
- Free office parking, eye care vouchers, a cycle-to-work scheme, and exclusive discounts through our staff benefits hub.
- 25 days of annual leave plus bank holidays, flexible working options, and enhanced family leave policies.
- Colleague Recognition Scheme to celebrate achievements.
- Support in career development and training.
- Refer a Friend scheme with rewards up to £1,000.
Role overview
The Care Advisor plays a key role in supporting fair, timely and effective resolution for customers by progressing queries, gathering accurate information and maintaining momentum across the Care and Resolution function.
Key tasks
- Manage customer queries in line with defined processes and service standards.
- Provide clear, accurate and professional responses to customers.
- Resolve straightforward customer issues independently where appropriate.
- Maintain ownership of assigned queries through to resolution or escalation.
- Gather and validate documentation including invoices, job sheets, quotations and service records.
- Liaise with internal teams to progress customer queries and remove blockers.
- Ensure information captured is accurate, complete and up to date.
- Support invoice related queries in collaboration with specialist teams.
- Monitor open queries to ensure momentum is maintained.
- Identify when issues are becoming complex or require escalation.
- Escalate appropriately to Customer Relationship Managers or Resolution Experts.
- Support CRMs by progressing defined actions on complex or prolonged cases.
- Provide continuity of support during CRM absence.
- Maintain accurate and timely updates within case management and customer systems.
- Support visibility of open, aged and pending queries.
- Contribute to backlog management and workload prioritisation.
- Follow agreed processes, escalation pathways and governance requirements.
- Work in close partnership with assigned Customer Relationship Managers.
- Build effective working relationships with Operations, Finance, Account Managers and Invoice Queries.
- Maintain strong regional working relationships (e.g. ROMs).
- Share learning and feedback to support continuous improvement.
Criteria
Essential Attributes required for candidate to be considered:
- Experience in a customer service or support role.
- Clear written and verbal communication skills.
- Strong organisational and time-management capability.
- High attention to detail and accuracy.
- Ability to follow structured processes and work across multiple systems.
- Experience working with case management or CRM systems.
- Exposure to invoice or billing related queries.
- Experience working in a contract-based or regulated environment.
Personal Attributes and Key outcomes
Personal Attributes:
- Customer focused and solutions oriented.
- Reliable and accountable.
- Calm and professional under pressure.
- Open to learning and development.
- Comfortable working as part of a structured team model.
Key Outcomes:
- Timely and accurate progression of customer queries.
- High quality information supporting complex case management.
- Reduced delays and rework within Care and Resolution.
- Consistent, professional customer communication.
- Strong operational support to CRMs and Resolution Experts.
Customer Care Advisor (Secondment/FTC) x2 employer: JLA Limited
At JLA, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work culture that prioritises employee well-being and development. With a comprehensive benefits package including mental health support, flexible working options, and a commitment to career growth, our Ripponden location fosters a healthy work-life balance while empowering our Customer Care Advisors to thrive in their roles. Join us to be part of a team that values your contributions and celebrates your achievements.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Advisor (Secondment/FTC) x2
✨Tip Number 1
Get to know the company before your interview! Research JLA's services and values, especially their Total Care package. This will help you tailor your responses and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! As a Customer Care Advisor, clear and professional communication is key. Try role-playing common customer scenarios with a friend to build your confidence.
✨Tip Number 3
Show off your organisational skills! Be ready to discuss how you manage multiple tasks and keep track of customer queries. Use examples from past experiences to illustrate your ability to stay on top of things.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. And remember, apply through our website for the best chance at landing that job!
We think you need these skills to ace Customer Care Advisor (Secondment/FTC) x2
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Care Advisor role. Highlight your experience in customer service and any relevant skills that match the job description. We want to see how you can bring value to our team!
Showcase Your Communication Skills:Since clear communication is key in this role, use your application to demonstrate your written communication skills. Keep it professional but friendly, just like we do at StudySmarter. Remember, first impressions count!
Be Detail-Oriented:Pay attention to the details in your application. Double-check for any typos or errors, as accuracy is crucial in customer care. We appreciate candidates who take the time to ensure their application is polished and precise.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the info you need about the role and our company there!
How to prepare for a job interview at JLA Limited
✨Know Your Stuff
Before the interview, make sure you understand JLA's services and how they support various sectors. Familiarise yourself with their Total Care package and think about how your experience in customer service can contribute to resolving queries effectively.
✨Showcase Your Communication Skills
As a Customer Care Advisor, clear communication is key. Prepare examples of how you've successfully communicated with customers in the past, especially in challenging situations. Practice articulating your thoughts clearly and confidently.
✨Demonstrate Problem-Solving Abilities
Think of specific instances where you've resolved customer issues independently. Be ready to discuss how you identified problems, gathered information, and escalated when necessary. This will show your ability to manage queries effectively.
✨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 case management, or how they measure success in the role. This shows your genuine interest in the position and helps you assess if it’s the right fit for you.
