Customer Care Advisor

JLA Limited; Ripponden; Hybrid; GBP 24.000 - 29.000; Vollzeit

Zusammenfassung

JLA Limited in Ripponden is seeking a Customer Care Advisor to support the Care and Resolution function. You will handle customer queries, gather documentation and work with CRMs and Resolution Experts to ensure timely progression of cases.

The role requires clear communication, strong organisational skills and the ability to follow defined processes across multiple systems. This hybrid role sits in the Care and Resolution Department in Ripponden.

Qualifikationen

• Experience in a customer service or support role.
• Clear written and verbal communication skills.
• Strong organisational and time-management capability.
• High attention to detail and accuracy.
• Ability to follow structured processes and work across multiple systems.

Aufgaben

• Handle customer queries in line with defined processes and standards.
• Provide clear, accurate and professional responses to customers.
• Resolve straightforward issues independently where appropriate.
• Maintain ownership of queries through to resolution or escalation.
• Gather and validate documentation (invoices, job sheets, quotations, service records) and liaise with internal teams to progress queries.

Kenntnisse

Customer service

Written & verbal communication

Organisation & time management

Attention to detail

Structured processes & cross-system

CRM systems

Tools

CRM systems

Jobbeschreibung

Location Hybrid / 3 days in the office (Ripponden) Salary 26,280 Vacancy Type Permanent/Full Time

Customer Care Advisor

Department: Care and Resolution

Location: Ripponden

Reports to: Care and Resolution Manager

Responsible for staff: No

Role overview

The Care Advisor plays a key role in supporting fair, timely and effective resolution for customers by progressing queries, gathering accurate information and maintaining momentum across the Care and Resolution function.

The role focuses on high quality execution, clear communication and strong internal coordination, working in close partnership with Customer Relationship Managers (CRMs) and Resolution Experts to ensure customer issues are progressed efficiently and professionally.

Key tasks

Customer Query Handling

• Manage customer queries in line with defined processes and service standards
• Provide clear, accurate and professional responses to customers
• Resolve straightforward customer issues independently where appropriate
• Maintain ownership of assigned queries through to resolution or escalation
• Task Execution and Information Gathering
• Gather and validate documentation including invoices, job sheets, quotations and service records
• Liaise with internal teams to progress customer queries and remove blockers
• Ensure information captured is accurate, complete and up to date
• Support invoice related queries in collaboration with specialist teams

Query Progression and Escalation

• Monitor open queries to ensure momentum is maintained
• Identify when issues are becoming complex or require escalation
• Escalate appropriately to Customer Relationship Managers or Resolution Experts
• Support CRMs by progressing defined actions on complex or prolonged cases
• Provide continuity of support during CRM absence

System, Process and Quality

• Maintain accurate and timely updates within case management and customer systems
• Support visibility of open, aged and pending queries
• Contribute to backlog management and workload prioritisation
• Follow agreed processes, escalation pathways and governance requirements

Collaboration and Team Contribution

• Work in close partnership with assigned Customer Relationship Managers
• Build effective working relationships with Operations, Finance, Account Managers and Invoice Queries
• Maintain strong regional working relationships (eg ROMs)
• Share learning and feedback to support continuous improvement

Key Skills and Experience

Essential

• Experience in a customer service or support role
• Clear written and verbal communication skills
• Strong organisational and time-management capability
• High attention to detail and accuracy
• Ability to follow structured processes and work across multiple systems

Desirable

• Experience working with case management or CRM systems
• Exposure to invoice or billing related queries
• Experience working in a contract based or regulated environment
• Interest in developing into more senior customer or relationship roles

Personal Attributes

• Customer focused and solutions oriented
• Reliable and accountable
• Calm and professional under pressure
• Open to learning and development
• Comfortable working as part of a structured team model

Key Outcomes

• Timely and accurate progression of customer queries
• High quality information supporting complex case management
• Reduced delays and rework within Care and Resolution
• Consistent, professional customer communication
• Strong operational support to CRMs and Resolution Experts