Through our Circuit business, we are a leading provider of managed laundry services to many types of facility including universities, key worker sites, holiday parks and private student accommodation complexes. Our machines, servicing and experience help us to win new contracts, retain our current customer base and continue to build on our success in the managed laundry market. To offer the best possible managed laundry services, we have:
- Used unique market insights gained from working with top universities to develop a growing range of machines that meet communal needs
- Developed all-inclusive planning, design and management services to provide an unrivalled customer experience
- Built up a nationwide network of field service engineers that are second to none
Circuit have recently completed a launch of our new cutting-edge platform, Circuit Go. The new payment platform gives users two independent ways to pay for their laundry, via the app or a contactless card on the new wall terminals.
Role overview
The role of Circuit Internal Account Manager will include end-to-end support for complex customer queries and complaints, acting as the main point of contact, managing communication and expectations, conducting root cause analysis to drive process improvements and handling operational responsibilities including inbox management, asset and coupon processing and collaboration with sales, site performance, and customer feedback channels.
Organisation is a necessary skill in this role. You should be able to diagnose and resolve problems quickly whilst communicating to all parties involved. Attention to detail is imperative.
You should be able to work as part of a team but also work well using your own initiative. Demonstrate patience and confidence to communicate with a variety of internal and external stakeholders.
This job description is not intended to be exhaustive, as the role will be tailored and individualised to suit needs moving forwards. It is perceived that you may be required to undertake other duties other than those listed.
Key tasks
- Serve as the primary point of contact for customer queries and complaints, ensuring timely and effective resolution
- Own and manage customer communications throughout the resolution journey, providing clear updates and setting appropriate expectations
- Conduct root cause analysis and implement process improvements to prevent recurrence
- Maintain and manage records accurately
- Coordinate and manage novations in collaboration with Account Managers and customers
- Take ownership of the shared inbox (info@circuitgroup), ensuring efficient and organised handling of enquiries
- Collaborate closely with Field Sales and Site Performance Managers to support day-to-day operational queries
- Support the management and resolution of distribution centre complaints and customer reviews across Trustpilot and app stores
Criteria
Essential
(attributes required for candidate to be considered)
Desirable
(attributes can be trained or developed)
Knowledge and Skills
(what you know and what you can do)
- Excellent communication skills, patient, confident and able to communicate effectively with a variety of internal and external stakeholders
- Well defined planning and organisational skills
- Ability to work both independently and as part of a team
- Understanding of the Circuit business, our customers and our processes
- Uses own initiative to problem solve and generate solutions
- Possess a strong understanding of our products, our competition in the industry and positioning
- Knowledge of Pivotal
- Understanding of broader JLA processes
Experience
(what you have done)
- Experience of working in a demanding customer facing role.
(the way you think and act)
- Able to work in a fast-paced environment and be able to demonstrate strong resilience and decision making
- The ability to work successfully in a target-based environment
- Team player with a can-do attitude
- Customer service skills and approach with customers
- Well defined planning and organisational skills
- Driven to learn new skills
- Adaptable, and flexible to ensure the task is completed to the highest standard
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Circuit Support Co-ordinator in Ripponden employer: JLA Limited
JLA is an exceptional employer, offering a dynamic work environment in Manchester or Ripponden where employees can thrive in their roles as Quality Managers. With a strong focus on employee development, a culture of compliance, and a commitment to continuous improvement, JLA provides ample opportunities for growth and advancement while ensuring a supportive atmosphere that values teamwork and innovation.
