At a Glance
- Tasks: Manage customer complaints and ensure satisfaction through effective resolutions.
- Company: Join JLA, a leader in mission-critical infrastructure solutions.
- Benefits: Enjoy 25 days annual leave, wellness support, and gym discounts.
- Other info: Opportunities for career growth and a supportive work environment.
- Why this job: Be part of a vibrant team making a real difference for customers.
- Qualifications: Strong customer service experience and excellent communication skills.
The predicted salary is between 30000 - 40000 £ per year.
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. JLA is driven by a world class Sales & Marketing engine, owns and maintains all assets, and has an efficient on-site operations team working daily with customers.
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 counselling 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
We are looking for a customer focused individual to join our Customer Resolutions Team. Working as part of a vibrant and energetic 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 the complaint and demonstrates real empathy to provide a resolution to the customer's satisfaction. We are looking for a professional and enthusiastic individual with very strong experience in customer service. The ability to work in a fast-paced environment and desire to deliver a great customer experience is essential.
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 enhance customer satisfaction levels
- Manage the TotalCare Service Replacement process from end to end, liaising 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 opportunities for process improvement
- 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 the 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 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
- Aptitude for quickly building rapport with our 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 in Sowerby Bridge 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. Our extensive benefits package includes mental health support, flexible working options, and a commitment to career growth, all within the vibrant community of Ripponden. Join us as a Customer Resolutions Expert and be part of a team that values your contributions and celebrates your achievements.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Resolutions Expert in Sowerby Bridge
✨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 Customer Resolutions Team.
✨Tip Number 2
Practice your communication skills! Since you'll be handling customer complaints, being able to express yourself clearly and empathetically is key. Try role-playing scenarios with friends or family to build 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 at JLA!
✨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 genuinely interested in joining the JLA family.
We think you need these skills to ace Customer Resolutions Expert in Sowerby Bridge
Some tips for your application 🫡
Show Your Customer Service Skills:When you're writing your application, make sure to highlight your experience in customer service. We want to see how you've handled complaints and resolved issues in the past, so share specific examples that showcase your skills!
Keep It Clear and Concise:We love a good story, but when it comes to applications, clarity is key! Use straightforward language and get to the point quickly. Remember, we’re looking for excellent written communication skills, so make every word count.
Tailor Your Application:Don’t just send the same application everywhere! Take a moment to tailor your application to JLA and the Customer Resolutions Expert role. Mention our values and how you align with them – it shows us you’ve done your homework!
Apply Through Our Website:We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to keep track of your application status. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at JLA Limited
✨Know Your Customer Service Basics
Before the interview, brush up on your customer service principles. Understand how to handle complaints effectively and demonstrate empathy. Be ready to share examples from your past experiences where you turned a negative situation into a positive outcome.
✨Familiarise Yourself with JLA
Research JLA and its services thoroughly. Knowing about their Total Care proposition and how they operate will show your genuine interest in the company. Prepare to discuss how your skills align with their mission-critical infrastructure solutions.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills. Think of specific situations where you had to manage customer complaints or improve processes. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly.
✨Showcase Your Team Spirit
As a Customer Resolutions Expert, teamwork is key. Be prepared to discuss how you've collaborated with others in previous roles. Highlight your ability to build relationships and work towards common goals, as this will resonate well with the team-oriented culture at JLA.
