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Customer Support Coordinator

4 months ago

Preston, United Kingdom JLA Full time

**Customer support coordinator - 3 month contract**

**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.

**Benefits**:

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

**Role overview**

**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
- 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.
- Excellent customer service skills
- 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
- Excellent communication skills
- Good attention to detail
- Talent for solving problems
- Good time management skills
- Flexibility in support of the customer and business needs
- Ability to interact with other departments and regions within JLA
- Strong team player

**Job Types**: Full-time, Temporary contract, Fixed term contract
Contract length: 3 months

**Salary**: £21,000.00-£24,000.00 per year

**Benefits**:

- Free parking
- Life insurance
- On-site parking
- Referral programme
- Sick pay
- Store discount
- Wellness programme

Schedule:

- Monday to Friday

Work Location: Hybrid remote in Preston, PR2 5BL