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- Tasks: Support customers by handling queries and providing technical assistance.
- Company: Join JLA, a leader in essential services for Care Homes, Hospitals, Schools, and Hotels.
- Benefits: Enjoy health support, financial guidance, gym access, discounts, and flexible working options.
- Why this job: Be part of a dynamic team focused on customer satisfaction and personal growth.
- Qualifications: Strong customer service skills and ability to thrive in fast-paced environments required.
- Other info: This is a temporary contract with opportunities for training and career advancement.
The predicted salary is between 24000 - 30000 £ per year.
Location: Hybrid / 3 days in the office (Ripponden)
Salary: Up to £27,000 Depending on experience
Vacancy Type: Temporary Contract
Job title
Customer Help Desk Expert
Function
Customer Help Desk
Location
Ripponden
Reports to
Customer Help Desk Team Leader
Responsible for staff
N/A
About our business
JLA has been providing critical assets and services to sectors including Care Homes, Hospitals, Schools, and Hotels for over 50 years. We support customers with Laundry, Catering, Heating, Fire Safety, Infection Control, and Air Conditioning. Our Total Care rental model offers a single monthly payment, brand new equipment, and maintenance coverage.
Joining JLA means gaining access to extensive benefits, including health and wellbeing support, financial guidance, legal advice, an onsite gym, discounts, and flexible working options. We value work-life balance with generous leave policies and support career growth through training and recognition schemes. Referral bonuses are also available.
Role overview
We seek a customer-focused individual for our Customer Help Desk. You will support the team by handling customer queries, acting as a point of escalation, and demonstrating empathy to ensure customer satisfaction. The role includes providing technical support, with training provided, and deputising for the Team Leader, supporting reporting, quality monitoring, and coaching. Strong customer service experience and the ability to work in a fast-paced environment are essential.
Key tasks
- Manage customer query escalations professionally
- Deputise for Team Leader
- Provide technical support to team and customers
- Coordinate with internal departments to resolve queries
- Support team to meet KPIs
- Report and analyze help desk data
- Identify process improvement opportunities
- Monitor and give feedback on contact quality
- Coach advisors in technical and soft skills
- Lead team engagement sessions
- Promote employee engagement
Criteria
Essential
- Outstanding customer service skills
- Ability to build internal networks for query resolution
- Good organizational skills
- Proficient in English (written and verbal)
- Analytical skills
Desirable
- Computer literacy (Microsoft Office)
- Experience with Office and Smartphone Apps
- Strong written communication skills
Experience
- Proven track record in customer service
- Experience in busy team environments
- Empathy in resolving customer issues
- Ownership of customer queries
Personal qualities
- Rapport-building with patience and empathy
- Team player
- Initiative and eagerness to learn
- Customer-focused with process improvement mindset
- Effective communication across teams
- Comfort with challenging the status quo and providing feedback
#J-18808-Ljbffr
Customer Helpdesk Technical Expert employer: JLA Limited
Contact Detail:
JLA Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Helpdesk Technical Expert
✨Tip Number 1
Familiarise yourself with JLA's services and the sectors they support. Understanding their offerings in laundry, catering, heating, and more will help you engage with customers effectively and demonstrate your knowledge during interviews.
✨Tip Number 2
Highlight your customer service experience by preparing specific examples of how you've handled challenging situations. This will showcase your ability to manage escalations and resolve queries, which is crucial for the role.
✨Tip Number 3
Network with current or former employees of JLA on platforms like LinkedIn. They can provide insights into the company culture and expectations, which can be invaluable when tailoring your approach.
✨Tip Number 4
Prepare to discuss your analytical skills and how you've used them in previous roles. Being able to report and analyse help desk data is a key part of this position, so demonstrating your capability in this area will set you apart.
We think you need these skills to ace Customer Helpdesk Technical Expert
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your customer service experience and any technical support roles you've held. Use specific examples that demonstrate your ability to handle queries and resolve issues effectively.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention how your skills align with the job description, particularly your ability to manage escalations and provide technical support.
Showcase Relevant Skills: Emphasise your outstanding customer service skills and your proficiency in English. If you have experience with Microsoft Office or smartphone apps, make sure to include that as well.
Prepare for Potential Questions: Think about common interview questions related to customer service and technical support. Prepare answers that reflect your experience and demonstrate your problem-solving abilities.
How to prepare for a job interview at JLA Limited
✨Showcase Your Customer Service Skills
Since the role requires outstanding customer service skills, be prepared to share specific examples from your past experiences. Highlight situations where you successfully resolved customer issues or improved their experience.
✨Demonstrate Technical Aptitude
Even though training will be provided, it's important to show that you have a basic understanding of technical support. Brush up on common technical issues related to help desks and be ready to discuss how you would approach solving them.
✨Emphasise Teamwork and Collaboration
This position involves working closely with other departments. Be ready to discuss how you've effectively collaborated in previous roles, and how you can build internal networks to resolve queries efficiently.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and empathy. Prepare for scenarios where you might need to handle escalated customer queries or coach team members, and think about how you would respond in those situations.
