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- Tasks: Support customers by managing queries and ensuring timely resolutions.
- Company: Join JLA, a leader in essential services for various sectors.
- Benefits: Enjoy a competitive salary and a supportive work environment.
- Why this job: Make a difference by providing excellent customer service in a dynamic role.
- Qualifications: Strong communication skills and experience in customer-facing roles.
- Other info: Opportunity to grow within a company that values teamwork and service excellence.
The predicted salary is between 30000 - 42000 £ per year.
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.
Role Overview: Working within the customer service department within the Hixon office you will be responsible for keeping our customer records up to date, logging jobs and call outs from customer portals, phones and email. Managing your time wisely to ensure that all tasks are completed within agreed SLAs. The role also includes communicating with our customers to ensure that queries are responded to/resolved in a timely manner. You will have excellent attention to detail, communication and interpersonal skills.
Key Tasks:
- Taking incoming calls from customers, engineers, and suppliers, providing support and administration service.
- Uploading to customer portals all relevant compliance certification and updating any job notes.
- Liaison with customers to ensure they are kept informed on progress and managing any issues.
- Review, action and update the business on the progress of customers' works.
- Ensure all jobs are progressed by engineers within the operating system when they have been physically completed.
- Raising jobs via system and passing on to the relevant dispatching team.
- Managing all inbound communications from customers and handling customer queries.
- Making outbound communication to customers to progress and resolve customer requests.
- Managing customer emails including being a conduit between departments if needed.
- Making outbound communication to customers to plan works in with them.
Service Delivery: Demonstrate an understanding of what service delivery excellence is for your role. Ensuring you set a culture of excellent customer service ensuring the basics are right every time and lead a team where service is central to good performance. Work collaboratively with teams in Operations to ensure that sales and service SLAs are delivered.
Managing Risk: Awareness of your operational and regulation risks which may impact on your role. Responsibility for reporting to your line manager any risk which may impact the business.
Managing Health & Safety: Ensuring you deliver your role within the Compliance framework set.
Criteria - Essential Knowledge and Skills:
- Proficient level of computer skills.
- Excellent customer service skills.
- Good knowledge of the English language.
- Good geographical knowledge.
Experience:
- Working in a customer facing role.
- Working in time critical roles and the ability to multitask.
- Working in a customer service environment handling both inbound/outbound calls and email inboxes.
- Effective problem-solving skills.
Customer Help Desk Co-ordinator in Stafford employer: JLA Limited
Contact Detail:
JLA Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Help Desk Co-ordinator in Stafford
✨Tip Number 1
Get to know the company inside out! Research JLA's services and values so you can chat confidently about how you can contribute. This shows you're genuinely interested and ready to hit the ground running.
✨Tip Number 2
Practice your communication skills! Since you'll be handling customer queries, role-play with a friend or family member to get comfortable with responding to different scenarios. The more you practice, the more natural it will feel.
✨Tip Number 3
Be proactive during interviews! Prepare questions that show your understanding of the role and how you can enhance customer service. This not only demonstrates your enthusiasm but also helps you stand out from the crowd.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, you’ll have access to all the latest job openings and updates directly from us at StudySmarter.
We think you need these skills to ace Customer Help Desk Co-ordinator in Stafford
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience that match the Customer Help Desk Co-ordinator role. Highlight your customer service experience and any relevant technical skills, as we want to see how you can contribute to our team.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer service and how your background makes you a great fit for JLA. Keep it concise but engaging, and don’t forget to mention our Total Care package!
Show Off Your Communication Skills: Since this role involves a lot of communication, make sure your application showcases your written communication skills. Use clear and professional language, and double-check for any typos or errors before hitting send!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you’re considered for the role. Plus, you’ll get to explore more about what we do at JLA!
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 excelled in customer service. Think about times when you resolved issues or went above and beyond for a customer. This will demonstrate your ability to handle the responsibilities of the Customer Help Desk Co-ordinator role.
✨Practice Time Management Scenarios
Since managing time wisely is crucial for this position, think of scenarios where you had to juggle multiple tasks. Be ready to discuss how you prioritised your workload and met deadlines, as this will highlight your organisational skills.
✨Communicate Clearly and Effectively
During the interview, focus on your communication style. Practice articulating your thoughts clearly and concisely. Remember, this role involves liaising with customers and teams, so showcasing your interpersonal skills will be key to making a great impression.
