Customer and Operations Coordinator (Secondment)

JLA Limited; Ripponden; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Employee Assistance Programme

Onsite gym

Company pension scheme

25 days annual leave + bank holidays

Refer a Friend bonus up to £1,000

Job summary

JLA Limited is seeking a Customer and Operations Co-ordinator (Secondment) in a hybrid role based near Ripponden. The position supports HVAC customer and operations, coordinating planning and ensuring service delivery aligns with client SLAs.

The role involves liaising with engineers and contractors, managing workloads, and maintaining accurate documentation across portals while contributing to Sterile division growth and customer satisfaction.

Qualifications

• Proficient computer skills including common office software.
• Excellent customer service and stakeholder handling abilities.
• Strong command of English language, both written and verbal.
• Good organisational and time-management skills.
• Experience in a customer-facing role is preferred.

Responsibilities

• Raise, allocate and confirm PPM with sites for clients.
• Reallocate PPMS to ensure correct resource allocation.
• Attach all paperwork to client portals.
• Assist with queries and help source labour for reactive jobs.
• Make outbound calls to customers to plan works.
• Manage Sterile email inbox efficiently.
• Ensure all jobs are planned/allocated within client SLA.
• Monitor progress of customer works and update accordingly.
• Collaborate with Ops Lead to review labour and demand.
• Work with leads to review past performance.

Skills

Proficient computer skills

Excellent customer service

Good English (written & spoken)

Good organisational skills

Tools

Outlook

Excel

Job description

Customer and Operations Coordinator (Secondment)

Location Hybrid / 3 days in the office (Ripponden) Salary £27k Vacancy Type Temporary Contract Job Description

Job title

HVAC Customer & Operations Support Co-ordinator

Function

JLA HVAC

Location

Service Delivery: Office based Ripponden

Reports to

HVAC Customer and Operations Team Manager

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.

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 counselling 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 HVAC team manages all works that come from the inbound contact and sales teams. They plan work for HVAC and Sterile engineers and contractors to complete, both real time when a fault is identified, and future planned for preventative maintenance works and/or installations.

An exciting opportunity has arisen to oversee and support our growing Sterile division, helping to drive operational efficiency and deliver outstanding customer service.

Sterile is a key growth area for the business, making this a great opportunity for an organised and proactive coordinator to join the team and help drive our continued success.

As demand for our sterile services continues to increase, you will play a key role in supporting operational excellence, quality standards, and customer satisfaction.

It is important that the Hvac team plans work to meet customer contract obligations, while ensuring that work is planned with maximum efficiency and that they get maximum value from the business.

The HVAC team collaborate regularly with colleagues and contractors within Service Delivery to ensure works are completed and invoiced on time. They will also work with the field; they are the first point of contact for Contractors, engineers and support the Leads to plan labour availability and report on performance.

Key tasks

• PPM – Raise, Allocate, and confirm with sites for clients
• Reallocate PPMS as and when required to ensure correct resource is allocated
• Ensure all paperwork is attached to any client portals
• Assist with queries and help find labour for reactive jobs
• Making outbound calls to customers to plan works in with them
• Managing Sterile email inbox in a timely and effective manner
• Ensure all jobs are planned / allocated within agreed clients SLA
• Ensure all jobs are progressed by engineers/ Contractors in the operating system when they been physically completed
• Review, actions and update the business on the progress of customer works.
• Ensure you work with the Ops Lead to continue to review labour along with demand
• Work with each of the leads to plan and review previous performance

Criteria

Essential (attributes required for candidate to be considered)

Desirable (attributes can be trained or developed)

Knowledge and Skills (what you know and what you can do)

• Proficient level of computer skills, such as use of Systems, Outlook, Excel etc
• Excellent customer service skills
• Good knowledge of the English language, both written and verbal
• 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 / Scheduling / customer contact capacity
• Working With Contractors

Personal qualities

(the way you think and act)

• Excellent communication skills
• Good attention to detail
• Talent for solving problems
• Good time management skills
• Flexibility in support of the customer and business needs
• Ability to interact with other departments within JLA
• Strong team player
• Confidence and eagerness to own and resolve issues by showing initiative and willingness to learn