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, wellness support, gym access, and generous leave.
- Other info: Flexible working options and career development opportunities await you.
- Why this job: Make a real difference in customer care while developing your skills.
- Qualifications: Customer service experience 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.
Desirable Attributes can be trained or developed.
Knowledge, skills and experience
- 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.
- Interest in developing into more senior customer or relationship roles.
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 (6 Secondment / FTC) x2 in Ripponden 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 opportunities for career growth, our team members thrive in a dynamic environment that values their contributions. Located in Ripponden, our hybrid working model allows for a balanced work-life experience, making JLA a fantastic place to build a meaningful career as a Customer Care Advisor.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Advisor (6 Secondment / FTC) x2 in Ripponden
✨Tip Number 1
Get to know the company before your interview! Research JLA's services and values so you can show how your skills align with their mission. This will help you stand out as a candidate who genuinely cares about their work.
✨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 and refine your responses.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn to gain insights into the company culture and the role. They might even share tips that could give you an edge in the interview process.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the JLA family and ready to contribute to their mission.
We think you need these skills to ace Customer Care Advisor (6 Secondment / FTC) x2 in Ripponden
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 yet 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 the Company Inside Out
Before your interview, take some time to research JLA and its services. Understand their Total Care package and how it benefits customers. This knowledge will help you answer questions confidently and show that you're genuinely interested in the role.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've successfully resolved customer issues. Highlight your communication skills and ability to stay calm under pressure, as these are crucial for a Customer Care Advisor.
✨Familiarise Yourself with Case Management Systems
If you have experience with CRM or case management systems, be ready to discuss it. If not, do a bit of research on common systems used in customer service. This will demonstrate your willingness to learn and adapt quickly.
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, training opportunities, or how success is measured in the role. This shows your enthusiasm and helps you gauge if the company is the right fit for you.
