At a Glance
- Tasks: Support customers by resolving queries and maintaining clear communication.
- Company: Join a dynamic team focused on customer care and resolution.
- Benefits: Flexible working hours, professional development, and a supportive environment.
- Other info: Opportunity for growth into senior customer relationship roles.
- Why this job: Make a real difference in customer experiences while developing your skills.
- Qualifications: Experience in customer service and strong communication skills required.
The predicted salary is between 31500 - 38500 £ per year.
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
- Task Execution and Information Gathering
- 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
- Query Progression and Escalation
- 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
- System, Process and Quality
- 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
- Collaboration and Team Contribution
- 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
Key Skills and Experience
- Essential
- 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
- Desirable
- 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
- 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 in Sowerby Bridge 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.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Advisor in Sowerby Bridge
✨Connect with the Community
Get involved in customer support communities online! Platforms like Reddit and specific Facebook groups can be goldmines for sharing opportunities and tips. You can find out about part-time roles that might not even be advertised yet — it's all about who you know!
✨Attend Local Job Fairs
Job fairs are perfect for snagging part-time gigs! Keep an eye out for local hiring events and career expos in your area. It’s a brilliant chance to meet representatives from companies like JLA Limited and show off your personality in person.
✨Boost Your Visibility
Showcase your skills in online customer support forums or by offering help on platforms like Zendesk Community. A strong online presence can catch the eyes of recruiters and hiring managers looking for genuinely passionate candidates.
✨Apply Directly Through Us!
Don’t forget, applying through our website is one of the best ways to catch our attention. Tailor your application for the part-time customer support role at JLA Limited and let us see your personality shine through!
We think you need these skills to ace Customer Care Advisor in Sowerby Bridge
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, communication is key! Make sure your CV and cover letter highlight your ability to clearly convey information and resolve issues. Use examples that illustrate how you've helped customers or colleagues in the past.
Demonstrate Your Problem-Solving Abilities:Employers want to see how you tackle challenges. Include specific instances where you resolved a tough issue for a customer or improved a process. Real life scenarios are a great way to showcase your critical thinking and adaptability.
Tailor Your Application to Part-Time Work:Since this is a part-time role, be upfront about your availability in your cover letter. Highlight how you can balance work with your other commitments. It shows you're organised and committed to making the role work for both you and JLA Limited.
Get Familiar with Our Brand:Before applying, take some time to learn about JLA Limited and our approach to customer support. Mention in your cover letter why you're excited about supporting our customers specifically. It’ll show your enthusiasm and that you've done your homework!
How to prepare for a job interview at JLA Limited
✨Show Off Your Communication Skills
In customer support, being able to communicate clearly and effectively is key. During the interview, make sure to demonstrate your listening skills and your ability to explain solutions simply. Use examples from past experiences where you resolved customer issues successfully.
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like ticketing systems (think Zendesk or Freshdesk) and chat software. If you’ve used any of these in previous roles or during your studies, be ready to chat about your experiences. Showing you can hit the ground running with these tools will impress JLA Limited.
✨Highlight Your Flexibility
Since this is a part-time role, emphasise your ability to adapt to different shifts and your willingness to handle varying customer volumes. Share any experiences where you thrived in a fast-paced environment or juggled multiple tasks, which can highlight your time management skills.
✨Prepare for Scenario-Based Questions
Interviewers often love scenario-based questions in customer support roles. Be ready to tackle common customer situations, like how you'd handle an unhappy customer. Practising responses to these scenarios will showcase your problem-solving ability and customer service mindset, which JLA Limited will surely appreciate.
