Customer Help Desk Co-ordinator

We have a compelling vision to become one of the largest fire safety businesses in the UK. By bringing together our successful businesses and pooling our individual strengths we will build a business with an enviable service and product offering for both our existing and new 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 role involves managing email inboxes for our North and Southeast regions, you will become a subject matter expert to enable you to resolve customer queries within agreed SLA’s.

Working alongside team members both in Sunderland and Hixon you will be responsible for handling inbound calls and from both customers and engineer.

You will be working alongside out sales team ensure that customer accounts are maintained and updated to ensure customer compliance.

• Taking incoming calls from customers, engineers, and suppliers, providing support and administration service
• Updating our internal systems to ensure accurate data capture
• Liaise 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 emails are responded to in a timely manner achieving a first contact resolution
• Raise jobs via our internal system, identifying the urgency of the attendance and pass to the relevant team for attendance.
• Managing all inbound communications from customers via email and calls, liaising with the relevant team to provide the customer a comprehensive resolution.
• Making outbound communication to customers with updated to resolve customer queries
• Managing customer emails including being a conduit between departments if needed
• Identify any service failing to ensure minimum impact on the customer
• Review all data held within the systems to ensure accuracy.
• Liaise with other departments to manage both internal and external contacts/processes.

• Proficient level of computer skills
• Good knowledge of the English language, both written and verbal
• Excellent data capture and attention to detail.
• Ability to identify trends, review customer data to maintain accuracy and compliance.
• Ability to multitask
• Good knowledge of customer management systems

• Experience of working in a customer facing role, handling emails, making and receiving phone calls
• Experience of working in time critical roles with the ability to multitask, prioritise own workload
• Experience of on a helpdesk to resolve customer queries at first point of contact.
• Demonstrate experience of working in and Administration based of office-based role.
• Managing a customer email inbox to agreed SLA’s
• Experience of working on multiple platforms including Outlook, Excel, Word and CASH.