Customer Support Coordinator

JLA Limited; Preston; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company is looking for a Customer Support Coordinator Team Leader. This role involves interacting with customers to ensure satisfaction, managing inquiries, and collaborating with various teams to meet service delivery standards. The ideal candidate should have solid experience in customer service and an aptitude for solving problems, ensuring a high level of customer engagement and service excellence.

Benefits

Wellness and lifestyle support

Free onsite gym

Employee Assistance Programme

Flexible working options

25 days annual leave plus bank holidays

Qualifications

• Experience in customer-facing roles.
• Ability to manage challenging situations.
• Outstanding customer service skills.

Responsibilities

• Handle incoming calls and provide support.
• Manage customer inquiries and update compliance.
• Coordinate with engineers for job completion.

Skills

Proficient computer skills

Organisational skills

Job description

Customer Support Coordinator Team Leader

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 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

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.
• 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