Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Be the first point of contact for customers, resolving inquiries and managing job requests.
- Company: Join JLA, a leader in mission-critical infrastructure solutions across various sectors.
- Benefits: Enjoy flexible working, 25 days annual leave, wellness support, and gym discounts.
- Why this job: Make a real impact by delivering exceptional customer service in a supportive team environment.
- Qualifications: Strong customer service experience and proficiency in computer skills are essential.
- Other info: Opportunities for career development and a chance to earn bonuses through referrals.
The predicted salary is between 30000 - 42000 £ per year.
Customer Support Coordinator Team Leader
Responsible for staff
N/A
About our business
JLA is a mission critical infrastructure solutions business offering services Laundry, Catering, Heating, Fire Safety, Infection Control and Air Conditioning.
The company offers an end-to-end, on premise, machine supply and breakdown service proposition under the name Total Care, and additional products and services. JLA is driven by a world class Sales & Marketing engine, owns and maintains all assets, and has an efficient on-site operations team working with daily with customers.
When you join the JLA family, you\’ll also gain access to an extensive benefits package.
We care about our people and take your well-being seriously, which is why we offer a range of supportive tools for health and wellbeing, financial guidance, and legal advice. Our Employee Assistance Programme, 24/7 Wellness and Lifestyle App plus a dedicated team of Mental Health First Aiders are there to support you through life\’s challenges.We also offer up to 8 counseling sessions, which can be in-person or remote, providing you with the support and flexibility to suit your own personal needs.
You can reach any fitness goals with our free onsite gym at head office along with a range of other gym membership discounts available.
To offer financial support, we not only provide life assurance coverage, company sick pay, and a company pension scheme, we offer a range of added benefits such as free office parking, eye care vouchers, a cycle-to-work scheme, and exclusive discounts through our staff benefits hub.
We really pride ourselves in offering a healthy work-life balance and believe it is important to have time away to recharge which is why we provide 25 days of annual leave plus bank holidays, flexible working options, and enhanced family leave policies.
We are a company that appreciates you and invests in your success and even have a Colleague Recognition Scheme to celebrate your achievements. We\’re dedicated to your growth, offering support in career development and training. We value your referrals, and through our Refer a Friend scheme, you can earn up to £1,000 in bonus rewards!
Role overview
The Customer Support Coordinator interacts with all customers to meet their needs and ensure that they get maximum value from the business. They are the first point of contact for all JLA customers. Their job involves receiving customer inquiries via phone call or email and resolving them, creating, and closing jobs. They also manage several Customer portals and spread sheets and ensure all relevant paperwork is uploaded. The customer support coordinator deal with quotes, whilst ensuring the correct rates are collated and work closely with the ROMs.
The Customer Support Coordinator will collaborate regularly with colleagues within Service Delivery to ensure works are completed and invoiced on time. They will also work with the field to help resolve customer queries if needed.
Our team also provides technical support to the customers, for which training will be provided. We are looking for a professional and enthusiastic individual with very strong experience in customer service. The ability to work in a fast-paced environment and the desire to deliver a great customer experience is essential.
Key tasks
Taking incoming calls from customers, engineers, and suppliers, providing support and administration service
Customer management responsibility for a number of customers
Attend Customer meetings to ensure work is being carried out to agree standards
Uploading to customer portals all relevant compliance certification and updating any job notes
Dealing with email inbox on all queries
Ordering of van stock orders, orders for remedial jobs and any other equipment required by engineers
Liaison with customers to ensure they are kept informed on progress and managing any issues
Ensuring all jobs are planned, allocated within agreed SLA
Ensure all jobs are progressed by engineers within the operating system when they have been physically completed
Review, action and update the business on the progress of customers works
Ensure you work with the ROMs to continually review labour against demand.
Share KPI reporting to service delivery management and regional leads to show performance
Ordering of stock/parts required by engineers for completion of jobs
Knowledge and Skills (what you know and what you can do)
Proficient level of computer skills, such as use of Systems, Outlook, Excel etc.
Good organisational skills
Experience (what you have done)
Experience of working in a customer-facing role
Experience of managing challenging situations in a customer-facing role
The ability to provide outstanding customer service
Experience in working in a fast-paced environment
Demonstrate experience of taking ownership of customer queries
Knowledge and experience of working for Heating company
Knowledge of repairs / customer management / customer contact capacity
(the way you think and act)
Talent for solving problems
Flexibility in support of the customer and business needs
Ability to interact with other departments and regions within JLA
Strong team player
Confidence and eagerness to own and resolve issues by showing initiative and willing-ness to learn
Knowledge and experience of working for Heating company
Knowledge of Repairs / Scheduling / customer contact capacity
#J-18808-Ljbffr
Customer Support Coordinator employer: JLA Limited
Contact Detail:
JLA Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Coordinator
✨Tip Number 1
Familiarise yourself with JLA's services and values. Understanding their mission-critical infrastructure solutions will help you demonstrate your enthusiasm for the role and align your answers with their company culture during any interviews.
✨Tip Number 2
Brush up on your customer service skills, especially in fast-paced environments. Be prepared to share specific examples of how you've successfully managed challenging customer situations in the past, as this will showcase your ability to thrive in the role.
✨Tip Number 3
Network with current or former employees of JLA if possible. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach and stand out during the selection process.
✨Tip Number 4
Prepare to discuss your organisational skills and experience with customer management systems. Highlighting your proficiency with tools like Excel and your ability to manage multiple tasks efficiently will be crucial in demonstrating your fit for the role.
We think you need these skills to ace Customer Support Coordinator
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in customer service and any relevant skills that align with the role of Customer Support Coordinator. Use specific examples to demonstrate your ability to manage customer inquiries and resolve issues.
Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for the position and the company. Mention your understanding of JLA's mission and how your background makes you a great fit for their team. Be sure to address how you can contribute to delivering outstanding customer experiences.
Highlight Relevant Experience: In your application, emphasise any previous roles where you managed customer relationships or worked in fast-paced environments. Detail your problem-solving skills and ability to take ownership of customer queries, as these are crucial for the role.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which is essential for a Customer Support Coordinator.
How to prepare for a job interview at JLA Limited
✨Showcase Your Customer Service Skills
As a Customer Support Coordinator, your ability to provide outstanding customer service is crucial. Prepare examples from your past experiences where you successfully resolved customer issues or improved their experience. This will demonstrate your capability to handle the role effectively.
✨Familiarise Yourself with JLA's Services
Understanding JLA's offerings, such as their Total Care service and other infrastructure solutions, will give you an edge in the interview. Be ready to discuss how your skills can contribute to enhancing these services and meeting customer needs.
✨Demonstrate Problem-Solving Abilities
The role requires a talent for solving problems. Think of specific instances where you took ownership of a challenging situation and successfully resolved it. Highlighting your initiative and flexibility will show that you're a proactive team player.
✨Prepare for Fast-Paced Scenarios
Since the job involves working in a fast-paced environment, be prepared to discuss how you manage your time and prioritise tasks. Consider sharing strategies you've used in previous roles to stay organised and efficient under pressure.
