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For Companies At a Glance
- Tasks: Support customers by resolving queries and ensuring smooth communication.
- Company: Join JLA, a trusted provider of essential services for over 50 years.
- Benefits: Enjoy 25 days annual leave, wellness support, and a free onsite gym.
- 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 25000 - 30000 £ per year.
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, this rental model allows customers to make a single monthly payment, to receive brand new equipment, and have maintenance costs taken care of.
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 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. The role focuses on high quality execution, clear communication and strong internal coordination, working in close partnership with Customer Relationship Managers (CRMs) and Resolution Experts to ensure customer issues are progressed efficiently and professionally.
Key tasks
- Customer Query Handling
- 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 (eg ROMs)
- Share learning and feedback to support continuous improvement
Criteria
- Essential (attributes required for candidate to be considered)
- 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
- 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
Locations
Customer Care Advisor in Sowerby Bridge, Yorkshire employer: JLA Limited
Contact Detail:
JLA Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Advisor in Sowerby Bridge, Yorkshire
✨Tip Number 1
Get to know the company inside out! Research JLA's services and values so you can show off your knowledge during interviews. This will help us see how well you fit into our culture.
✨Tip Number 2
Practice your communication skills! As a Customer Care Advisor, clear communication is key. Try role-playing common customer scenarios with a friend to boost your confidence.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which we love!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows us you're genuinely interested in joining the JLA family.
We think you need these skills to ace Customer Care Advisor in Sowerby Bridge, Yorkshire
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the Customer Care Advisor role. We want to see how you can contribute to our mission of providing top-notch service!
Showcase Your Communication Skills: Since clear communication is key in this role, use your application to demonstrate your written communication prowess. Keep it professional yet friendly, just like we do at StudySmarter!
Highlight Relevant Experience: If you've got experience in customer service or handling queries, make it shine! We love seeing how you've tackled challenges in the past and how that can benefit us at JLA.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves.
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 handled customer queries or resolved issues. Highlight your communication skills and ability to stay calm under pressure, as these are crucial for a Customer Care Advisor.
✨Be Ready for Scenario Questions
Expect to be asked how you would handle specific customer situations. Think about potential scenarios related to invoice queries or complex cases, and outline your thought process on how you'd resolve them effectively.
✨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.