Customer Services Coordinator

JLA ltd; Sunderland; On-site; GBP 21,000 - 29,000; Full time

Benefits offered by this job

Wellbeing support

Onsite gym

Pension

Life assurance

Parking

Eye care vouchers

Cycle to work

Refer a Friend bonus

Flexible working

Family leave

Bonus rewards

Job summary

JLA Limited in Sunderland is seeking a Customer Service Administrator to manage customer records, log jobs and respond to inquiries via portals, phones and email. You will prioritise tasks to meet SLAs and coordinate with engineers, suppliers and customers to ensure timely updates.

You will maintain accurate job notes, escalate issues promptly, and communicate clearly with stakeholders. The role requires strong attention to detail and excellent interpersonal skills in a fast-paced environment.

Qualifications

• Experience in a customer facing role.
• Ability to multitask in time-critical scenarios.
• Handles inbound/outbound calls and emails to customers.

Responsibilities

• Take incoming calls from customers, engineers and suppliers, providing support and administration service.
• Upload to customer portals all relevant compliance certification and update job notes.
• Liaise with customers to keep them informed on progress and manage issues.
• Review, action and update the business on progress of customer works.
• Ensure all jobs are progressed by engineers within the operating system after completion.

Skills

Customer service

Communication

Multitasking

IT skills

English proficiency

Geography knowledge

Job description

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

Working within the customer service department within the Hixon office you will be responsible for keeping our customer records up to date, logging jobs and call outs from customer portals, phones and email. Managing your time wisely to ensure that all tasks are completed within agreed SLA’s. The role also includes communicating with to our customer to ensure that queries are responded/resolved in a timely manner. You will have excellent attention to detail, communication and interpersonal skills.

Key tasks

Taking incoming calls from customers, engineers, and suppliers, providing support and administration service

Uploading to customer portals all relevant compliance certification and updating any job notes

Liaison with customers to ensure they are kept informed on progress and managing any issues

Review, action and update the business on the progress of customers works

Ensure all jobs are progressed by engineers within the operating system when they have been physically completed

Criteria

Essential

(attributes required for candidate to be considered)

Desirable

(attributes can be trained or developed)

• Raising jobs via system and passing on to the relevant dispatching team
• Managing all inbound communications from customers and handling customer queries
• Making outbound communication to customers to progress and resolve customer requests
• Managing customer emails including being a conduit between departments if needed
• Making outbound communication to customers to plan works in with them

Service Delivery

• Demonstrate an understanding of what service delivery excellence is for your role
• Ensuring you set a culture of excellent customer service ensuring the basics are right every time and lead a team where service is central to good performance
• Work collaboratively with teams in Operations to ensure that sales and service SLAs are delivered

Managing Risk

• Awareness of your operational and regulation risks which may impact on your role
• Responsibility for reporting to your line manager any risk which may impact the business

Managing Health & Safety

• Ensuring you deliver your role within the Compliance framework set.

Knowledge and Skills

(what you know and what you can do)

• Proficient level of computer skills
• Good knowledge of the English language, both written and verbal
• Good geographical knowledge

Experience

• Working in a customer facing role
• Working in time critical roles and the ability to multitask
• Working in a customer service environment handling both inbound/ outbound calls and email inboxes