At a Glance
- Tasks: Manage customer complaints and ensure satisfaction through effective resolutions.
- Company: Join JLA, a leading infrastructure solutions provider with a supportive culture.
- Benefits: Enjoy a competitive salary, extensive health benefits, and flexible working options.
- Other info: Dynamic team environment with opportunities for personal and professional growth.
- Why this job: Make a real difference in customer experiences while growing your career.
- Qualifications: Experience in customer service and strong communication skills are essential.
The predicted salary is between 28000 - 28000 £ per year.
Location: Hybrid / 3 days in the office (Ripponden). Salary: £28,000. Vacancy Type: Permanent/Full Time.
About our business
JLA is a mission‑critical infrastructure solutions business offering services in 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.
Employees have an extensive benefits package, including supportive tools for health and wellbeing, financial guidance and legal advice, employee assistance programme, 24/7 wellness and lifestyle app, dedicated mental health first aiders, up to eight counselling sessions, a free onsite gym at the head office and gym membership discounts. Financial support includes life assurance coverage, company sick pay, a company pension scheme, free office parking, eye care vouchers, cycle‑to‑work scheme and exclusive discounts through the staff benefits hub. We offer 25 days of annual leave plus bank holidays, flexible working options, and enhanced family leave policies. Through our Colleague Recognition Scheme and Refer a Friend scheme, employees can earn up to £1,000 in bonus rewards.
Role overview
We are looking for a customer‑focused individual to join our Customer Resolutions Team. Your role is to manage the handling of formal customer complaints, balancing the needs of the customer with the needs of the business, whilst ensuring compliance within regulatory requirements. The team takes ownership of complaints, demonstrating real empathy to provide a resolution to the customer’s satisfaction. We seek a professional and enthusiastic individual with strong experience in customer service, who can work in a fast‑paced environment and deliver a great customer experience.
Key tasks
- Manage the handling of customer complaints in a polite and professional manner
- Acknowledge and resolve customer complaints from across the business
- Proactively build relationships with customers to increase satisfaction levels
- Manage the TotalCare Service Replacement process from end to end
- Liaise with all areas of the business to ensure efficient outcomes for the customer
- Take responsibility and ownership of the complaint caseload and support effective resolutions
- Offer contract alterations and additional services to resolve cases
- Identify opportunities for case reduction by identifying root causes and recommending process improvement opportunities
- Monitor customer contact quality, net promoter score (NPS) and feedback
Criteria
Essential (attributes required for candidate to be considered)
- Ability to provide outstanding levels of customer service
- Skilled in creating a network of internal contacts to support resolution of customer queries
- Good organisational skills
- Excellent written and verbal communication skills with the ability to use clear, concise language specific for the purpose and audience
- Good level of computer literacy including Microsoft Office and smartphone apps
Experience
- Experience of working in a customer‑focused environment
- Demonstrated ability to provide outstanding customer service
- Experience of working in a busy team; driven to achieve personal, team, and business goals
- Demonstrated evidence of applying soft skills such as empathy to resolving customer queries
- Demonstrated experience of taking ownership of customer queries
- Previous experience of working in a customer complaints capacity
Personal qualities
- Aptitude for quickly building rapport with customers by showing patience, empathy and understanding
- Strong team player
- Confidence and eagerness to own and resolve issues by showing initiative and willingness to learn
Customer Resolutions Expert x 2 in Ripponden employer: JLA Limited
JLA is an exceptional employer located in Ripponden, offering a supportive and dynamic work environment for Customer Resolutions Experts. With a comprehensive benefits package that includes health and wellbeing support, flexible working options, and opportunities for professional growth, employees are empowered to thrive both personally and professionally. The company's commitment to employee recognition and a strong team culture makes it an ideal place for those seeking meaningful and rewarding employment.
