Customer Support CoordinatorCustomer Support Coordinator

2 weeks ago


Preston, Lancashire, United Kingdom JLA Limited Full time
37.5 hours a week - 2 days working from home

At JLA we are passionate about ensuring that "we take care of it" for our customers as their trusted partner.

As Customer Support Coordinator you'll be the first port of call for our JLA HVAC customers in ensuring we deliver exceptional service in a timely and effective manner.

No two days are the same with this job; there will be plenty for you to get involved in, from answering customer queries, processing quotations and invoices, resolving any service issues, and making sure all our customer portals are updated accurately.


  • 25 days holiday per year, plus bank holidays
  • Access to a range of other benefits & perks
  • Company pension scheme
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.

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
Proficient level of computer skills, such as use of Systems, Outlook, Excel etc.
Good organisational skills
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
Talent for solving problems
Flexibility in support of the customer and business needs
Ability to interact with other departments and regions within JLA
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