Account Coordinator

Job Description : About our business JLA is a mission critical infrastructure solutions business offering services Laundry, Catering, Heating, Fire Safety, Infection Control and Air Conditioning. The company offers an end-to-end, on premise, machine supply and breakdown service proposition under the name Total Care, and additional products and services. JLA is driven by a world class Sales & Marketing engine, owns and maintains all assets, and has an efficient on-site operations team working with daily with customers. 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 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. Role overview You'll be working in a team of dynamic and confident Account Co-Ordinators who have expert contract knowledge with our top customers. You will own your clients contracts ensuring you provide outstanding service, act as the customers internal representative and be tenacious in dealing with your customers requests and issues, providing a one stop shop for our top customers. The contact you have with our customers will ensure we retain and grow the relationship by proactively highlighting customer needs for our products and services. You will represent the JLA brand individually for your own customer base. Key tasks Handling complex and non-standard customer queries in a polite and professional manner Managing a portfolio of high net worth customer contacts within both catering and laundry divisions. Proactively highlight opportunities to help the customer with products and services. Ensure that customer and business KPIs are met Expert and up to date knowledge of customer contracts. Regular pro-active and reactive conversations with clients. Act as the internal liaison point of contact for ASMs / BDMs. Building successful relationship with internal and external stakeholders. Ensure full adherence and accuracy of PMV schedule. Management and accountability of WIP. Prepare and deliver customer reporting. The use of portals for non-standard customers. Root cause analysis into customer issues. Promotion of company NPS score. Knowledge and Skills You will have the ability to provide outstanding levels of customer service You will be skilled in creating a network of internal contacts to support the resolution of customer queries. Show great initiative and be eager to learn Be methodical and have great organisational and time management skills. The ability to communicate clearly and articulately, both verbally and in writing. Great problem solving skills. Good level of computer literacy including Microsoft Office and Smartphone Apps Excellent writing skills with the ability to use clear, concise language specific for the purpose and audience Experience Demonstrated ability to provide outstanding customer service Demonstrated evidence of applying soft-skills such as empathy to resolving customer queries Demonstrated experience of taking ownership of customer queries Previous experience of working in a customer service capacity Personal qualities You will have empathy and patience, with the ability to quickly build rapport with our customers You will focus on taking ownership and creating a fantastic customer experience You will have a willingness to develop and be adaptable to customer demands TPBN1_UKTJ #J-18808-Ljbffr