Customer Helpdesk Technical Expert

**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**

We are looking for a customer focused individual to join our Customer Help Desk. Working as a part of a vibrant and energetic team, your role is to support the team to handle our customer queries and be a point of escalation, take ownership of the situation and demonstrate real empathy to provide a resolution to the customer’s satisfaction. Our team also provides technical support to the customer, for which training will be provided. The expert provides technical support to the team. The expert will deputise for the Team Leader and will support with team reporting, quality monitoring, feedback and coaching. 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 desire to deliver a great customer experience is essential.

**Key tasks**
- Manage the handling of Customer Queries escalations in a polite and professional manner
- Deputising for Team Leader
- Providing technical support to team and customers
- Liaising with internal departments to resolve customer queries
- Supporting the team to achieve customer and business KPIs
- Customer Help Desk reporting and analysis
- Identifying opportunities for demand reduction and process improvement.
- Customer contact quality monitoring and feedback
- Coaching of advisors with technical and ‘soft’ skills
- Lead team buzz sessions
- Promote employee engagement

**Knowledge and Skills**(what you know and what you can do)

Essential
- Ability to provide outstanding levels of customer service
- Skilled in creating a network of internal contacts to support the resolution of customer queries
- Good organisational skills
- Good knowledge of the English language, both written and verbal
- Analytical skills

Desirable
- Good level of computer literacy including Microsoft
- Proficiency of using Office and Smartphone Apps
- Excellent writing skills with the ability to use clear, concise language specific for the purpose and audience

**Experience**(what you have done)

Essential
- Demonstrated ability to provide outstanding customer service
- Experience of working in a busy team; driven to achieve personal, team, and business goals
- Demonstrated experience of taking ownership of customer queries

Desirable
- Previous experience of working in a customer helpdesk capacity

**Personal qualities** (the way you think and act)

Essential
- Aptitude for quickly building rapport with our customers by showing patience, empathy and understanding
- Strong team player
- Confidence and eagerness to own and resolve issues by showing initiative and willingness to learn
- Customer focused with a drive to increase efficiencies through process improvement

Desirable
- Confidence in communication with colleagues across the business
- Ability to