Customer Support Coordinator Team Leader
Responsible for staff
N/A
About our business
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.
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 counseling 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
The Customer Support Coordinator interacts with all customers to meet their needs and ensure that they get maximum value from the business. They are the first point of contact for all JLA customers. Their job involves receiving customer inquiries via phone call or email and resolving them, creating, and closing jobs. They also manage several Customer portals and spread sheets and ensure all relevant paperwork is uploaded. The customer support coordinator deal with quotes, whilst ensuring the correct rates are collated and work closely with the ROMs.
The Customer Support Coordinator will collaborate regularly with colleagues within Service Delivery to ensure works are completed and invoiced on time. They will also work with the field to help resolve customer queries if needed.
Our team also provides technical support to the customers, for which training will be provided. 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 the desire to deliver a great customer experience is essential.
Key tasks
Taking incoming calls from customers, engineers, and suppliers, providing support and administration service
Customer management responsibility for a number of customers
Attend Customer meetings to ensure work is being carried out to agree standards
Uploading to customer portals all relevant compliance certification and updating any job notes
Dealing with email inbox on all queries
Ordering of van stock orders, orders for remedial jobs and any other equipment required by engineers
Liaison with customers to ensure they are kept informed on progress and managing any issues
Ensuring all jobs are planned, allocated within agreed SLA
Ensure all jobs are progressed by engineers within the operating system when they have been physically completed
Review, action and update the business on the progress of customers works
Ensure you work with the ROMs to continually review labour against demand.
Share KPI reporting to service delivery management and regional leads to show performance
Ordering of stock/parts required by engineers for completion of jobs
Knowledge and Skills (what you know and what you can do)
Proficient level of computer skills, such as use of Systems, Outlook, Excel etc.
Good organisational skills
Experience (what you have done)
Experience of working in a customer-facing role
Experience of managing challenging situations in a customer-facing role
The ability to provide outstanding customer service
Experience in working in a fast-paced environment
Demonstrate experience of taking ownership of customer queries
Knowledge and experience of working for Heating company
Knowledge of repairs / customer management / customer contact capacity
(the way you think and act)
Talent for solving problems
Flexibility in support of the customer and business needs
Ability to interact with other departments and regions within JLA
Strong team player
Confidence and eagerness to own and resolve issues by showing initiative and willing-ness to learn
Knowledge and experience of working for Heating company
Knowledge of Repairs / Scheduling / customer contact capacity
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