Job title
Customer Care Advisor
Department
Care and Resolution
Location
Ripponden
Reports to
Care and Resolution Manager
Responsible for staff
No
Working hours
20 Hrs (3-5 days a week)
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
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,
Customer Care Advisor in Sowerby Bridge employer: JLA
JLA is an exceptional employer that prioritises employee development and well-being, offering a supportive work culture in the heart of Ripponden. With a focus on mission-critical infrastructure solutions, employees benefit from comprehensive training opportunities and a collaborative environment that fosters growth. The company’s commitment to innovation and excellence ensures that every team member plays a vital role in delivering top-notch services, making it a rewarding place to build a career.
