Job title

Customer Helpdesk Co-ordinator

Function

Fire Customer Service

Location

Sunderland

Reports to

Customer Service Manager

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

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.

• Excellent customer service skills.

• Good knowledge of the English.

language, both written and verbal
• Good geographical knowledge.

Experience (what you have done)
• 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.

• Effective problems solving skills.