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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, gym access, flexible work, and referral bonuses.
- 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: Hybrid role with training provided; perfect for those eager to learn and grow.
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
Practice your communication skills, both verbal and written. Since the role requires effective communication across teams, being able to articulate your thoughts clearly will set you apart from other candidates.
✨Tip Number 4
Demonstrate your eagerness to learn and improve processes. Be prepared to discuss any ideas you have for enhancing customer service or team efficiency, as this aligns with the company's focus on continuous improvement.
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 keywords from the job description to demonstrate that you meet the essential criteria.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific examples of how you've successfully handled customer queries in the past and how you can contribute to the team.
Showcase Relevant Skills: Emphasise your organisational skills and ability to work in a fast-paced environment. Provide examples of how you've built internal networks or improved processes in previous roles.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at JLA Limited
✨Showcase Your Customer Service Skills
Prepare to discuss specific examples of how you've handled customer queries in the past. Highlight your ability to empathise with customers and resolve issues effectively, as this role heavily relies on outstanding customer service.
✨Demonstrate Technical Proficiency
Even though training will be provided, it's beneficial to show your familiarity with technical support. Brush up on common technical issues related to help desks and be ready to explain how you would approach solving them.
✨Emphasise Team Collaboration
This position requires working closely with other departments. Be prepared to discuss how you've successfully collaborated with colleagues in previous roles and how you can build internal networks for query resolution.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills in real-time scenarios. Practice responding to hypothetical situations where you need to manage escalated customer queries or coach team members, showcasing your analytical and organisational skills.
