Customer Resolutions and Key Account Manager
Responsible for staff
N/A
About our business
JLA is a mission-critical infrastructure solutions business offering services in Laundry, Catering, Heating, Fire Safety, Infection Control, and Air Conditioning.
The company provides an end-to-end, on-premise machine supply and breakdown service under the name Total Care, along with additional products and services. JLA is driven by a world-class Sales & Marketing team, owns and maintains all assets, and has an efficient on-site operations team working 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, offering supportive tools for health and wellbeing, financial guidance, and legal advice. Our Employee Assistance Programme, 24/7 Wellness and Lifestyle App, and a team of Mental Health First Aiders are available to support you through life's challenges. We also offer up to 8 counseling sessions, which can be in-person or remote, providing flexibility to meet your needs.
You can reach fitness goals with our free onsite gym at head office, along with various gym membership discounts.
For financial support, we provide life assurance coverage, sick pay, a pension scheme, free office parking, eye care vouchers, a cycle-to-work scheme, and exclusive staff discounts.
We promote a healthy work-life balance with 25 days of annual leave plus bank holidays, flexible working options, and enhanced family leave policies.
We value you and invest in your success, with a Colleague Recognition Scheme, support for career development, and a Refer a Friend scheme where you can earn up to £1,000 in bonuses.
Role overview
You will work with a team of confident Account Co-Ordinators with expert contract knowledge of our top customers. Your role involves supporting the Co-Ordinators with daily account management, administrative tasks, and customer contact, requiring excellent communication skills.
Key tasks
Includes, but not limited to:
* Handling minor customer queries politely and professionally
* Booking escorts for engineers and confirming with the planning team
* Raising remedial jobs within the system
* Uploading, amending, and sending certificates to customers
* Providing regular email updates and bespoke reports
* Conducting outbound NPS surveys via email and calls, uploading results
* Performing ad-hoc admin tasks to support Co-Ordinators
Criteria
Essential: Attributes required for consideration
Desirable: Attributes that can be trained or developed
Knowledge and Skills
* Outstanding customer service skills
* Great initiative and eagerness to learn
* Methodical with excellent organizational and time management skills
* Clear and articulate communication, both verbal and written
* Good computer literacy, including Microsoft Office and Smartphone Apps
* Excellent writing skills, using clear and concise language tailored to the audience
Experience
* Proven ability to deliver outstanding customer service
* Efficient time and workload management
* Support role experience
* Experience in a customer-centric environment
Behavioral Attributes
* Empathy and patience, with rapport-building skills
* Focus on understanding and owning the admin role
* Willingness to develop and adapt to team needs
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