At a Glance
- Tasks: Support customers by resolving queries and providing technical assistance in a dynamic team.
- Company: Join JLA, a leader in essential services for various sectors.
- Benefits: Enjoy a vibrant work culture with opportunities for personal growth and development.
- Other info: Fast-paced environment with a focus on teamwork and employee engagement.
- Why this job: Make a real difference by enhancing customer experiences and driving improvements.
- Qualifications: Strong customer service skills and a passion for helping others.
The predicted salary is between 30000 - 40000 £ per year.
Function: Customer Help Desk
Location: Ripponden
Reports to: Customer Help Desk Team Leader
Responsible for staff: N/A
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.
Role overview: We are looking for a customer focused individual to join our Customer Help Desk. Working as a part of a vibrant and energetic team, your role is to support the team to handle our customer queries and be a point of escalation, take ownership of the situation and demonstrate real empathy to provide a resolution to the customers' satisfaction. Our team also provides technical support to the customer, for which training will be provided. The expert provides technical support to the team. The expert will deputise for the Team Leader and will support with team reporting, quality monitoring, feedback and coaching. 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 Queries escalations in a polite and professional manner
- Deputising for Team Leader
- Providing technical support to team and customers
- Liaising with internal departments to resolve customer queries
- Supporting the team to achieve customer and business KPIs
- Customer Help Desk reporting and analysis
- Identifying opportunities for demand reduction and process improvement
- Customer contact quality monitoring and feedback
- Coaching of advisors with technical and soft skills
- Lead team buzz sessions
- Promote employee engagement
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
- Good knowledge of the English language, both written and verbal
- Analytical skills
- Good level of computer literacy including Microsoft
- Proficiency of using Office and Smartphone Apps
- Excellent writing skills with the ability to use clear, concise language specific for the purpose and audience
Experience (what you have done):
- 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 helpdesk capacity
Personal qualities (the way you think and act):
- 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 focused with a drive to increase efficiencies through process improvement
- Confidence in communication with colleagues across the business
- Ability to challenge the status quo
- Confidence in providing feedback and sometimes challenging conversation
Qualifications: AMRT1_UKTJ
Customer Help Desk Expert in Sowerby Bridge employer: JLA
JLA is an exceptional employer, offering a dynamic work environment in Ripponden where customer service excellence is at the heart of our operations. With a strong focus on employee growth and engagement, we provide comprehensive training and development opportunities, ensuring that our Customer Help Desk Experts are well-equipped to deliver outstanding support. Our vibrant team culture fosters collaboration and innovation, making JLA not just a workplace, but a community dedicated to making a meaningful impact across various sectors.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Help Desk Expert in Sowerby Bridge
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at JLA. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like JLA before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Help Desk Expert in Sowerby Bridge
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to JLA:Your cover letter is your chance to shine! Tell us why you want to work at JLA specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at JLA!
How to prepare for a job interview at JLA
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
