Customer Account Coordinator
Monday to Friday - 2 days working from home
JLA is a mission critical infrastructure solutions business offering services 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 with daily with customers.
What to expect
We have a fantastic opportunity to join our dynamic Customer Key Accounts team that provide expert contract knowledge and support for our top 30 customers. This is a full 360 degree customer service role that gives you the opportunity to provide an end-to-end seamless customer journey for our high profile customers You will have a dedicated customer account base and work with them to provide the support they need to make sure we're meeting their needs effectively. You will be their one-stop shop at JLA through providing dedicated service support which could involve ordering replacement parts, pulling together service delivery reports, providing updates on any planned jobs for your accounts, and answering any other ad-hoc customer queries. You'll need to have great customer service experience from any environment, enjoy building rapport and meaningful relationships, and take ownership and use your initiative so that we always deliver for our customers.
You'll support us to 'take care of it' by delivering the following:
* Handling complex and non-standard customer queries in a polite and professional manner
* Managing a portfolio of high net worth customer contacts within both catering and laundry divisions.
* Proactively highlight opportunities to help the customer with products and services.
* Ensure full adherence and accuracy of planned maintenance visit schedule.
* Management and accountability of jobs that are work in programme.
* Prepare and deliver customer reporting.
* Root cause analysis into customer issues.
* Ensure that customer and business KPIs are met
* Act as the internal liaison point of contact for ASMs/BDMs.
What you will gain
We are committed throughout our Customer Services team to make sure our colleagues thrive, that they feel energised and part of our success story, and that they truly believe that "we'll take care of it" for our customers. We have got an exciting and ambitious people plan this year that will really support your performance, development and career journey at JLA, making sure you can be the best you can be and realise your true potential. If this is what you are looking for in your next step, we'd love to support your ambitions and development goals in this role.
Benefits at JLA
* 25 days' holiday plus bank holidays
* Life Cover
* Company pension
* Company Sick pay
* Free Parking for our office based colleagues
* Tools, Vans and Uniforms, Boots for our Engineering team
* Hybrid working
* Vibe Café at Ripponden
Voluntary Benefits Available
* Cycle to work scheme
* Employee Assistance Programme, Wellness and Lifestyle App, also 24 hours access to online support and advice
* Gym membership or membership discounts for our Office Hubs
* Whole range of great discounts through our benefits hub
* Social Club
* Colleague Recognition Scheme
Job Types: Full-time, Fixed term contract
Contract length: 12 months
Pay: £24,279.00-£26,500.00 per year
Benefits:
* Company pension
* Cycle to work scheme
* Discounted or free food
* Gym membership
* Health & wellbeing programme
* On-site parking
* Referral programme
* Store discount
* Work from home
Ability to commute/relocate:
* Sowerby Bridge HX6 4AJ: reliably commute or plan to relocate before starting work (required)
Application question(s):
* What are your salary expectations?
Experience:
* Office: 1 year (required)
Work Location: Hybrid remote in Sowerby Bridge HX6 4AJ