Customer Care Advisor (6 Secondment / FTC) x2 CCA0526
Location: Hybrid / 3 days in the office (Ripponden)
Salary: £25,500
Job Type: Temporary Contract / Secondment
Job Profile: Customer Care Advisor – Care and Resolution
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 for maintenance costs to be taken care of.
Benefits
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, and a dedicated team of Mental Health First Aiders are there to support you through life’s challenges. We also offer up to 8 counseling 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 provide life assurance coverage, company sick pay, and a company pension scheme. Additional benefits include 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. We even have a Colleague Recognition Scheme to celebrate your achievements. We are 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
The Care Advisor plays a key role in supporting fair, timely and effective resolution for customers by progressing queries, gathering accurate information and maintaining momentum across the Care and Resolution function. The role focuses on high quality execution, clear communication and strong internal coordination, working in close partnership with Customer Relationship Managers (CRMs) and Resolution Experts to ensure customer issues are progressed efficiently and professionally.
Key tasks
- Manage customer queries in line with defined processes and service standards
- Provide clear, accurate and professional responses to customers
- Resolve straightforward customer issues independently where appropriate
- Maintain ownership of assigned queries through to resolution or escalation
- Gather and validate documentation including invoices, job sheets, quotations and service records
- Liaise with internal teams to progress customer queries and remove blockers
- Ensure information captured is accurate, complete and up to date
- Support invoice related queries in collaboration with specialist teams
- Monitor open queries to ensure momentum is maintained
- Identify when issues are becoming complex or require escalation
- Escalate appropriately to Customer Relationship Managers or Resolution Experts
- Support CRMs by progressing defined actions on complex or prolonged cases
- Provide continuity of support during CRM absence
- Maintain accurate and timely updates within case management and customer systems
- Support visibility of open, aged and pending queries
- Contribute to backlog management and workload prioritisation
- Follow agreed processes, escalation pathways and governance requirements
- Work in close partnership with assigned Customer Relationship Managers
- Build effective working relationships with Operations, Finance, Account Managers and Invoice Queries
- Maintain strong regional working relationships (e.g. ROMs)
- Share learning and feedback to support continuous improvement
Criteria
Essential
Attributes required for candidate to be considered.
Desirable
Attributes can be trained or developed.
Knowledge, skills and experience
- Experience in a customer service or support role
- Clear written and verbal communication skills
- Strong organisational and time‑management capability
- High attention to detail and accuracy
- Ability to follow structured processes and work across multiple systems
- Experience working with case management or CRM systems
- Exposure to invoice or billing related queries
- Experience working in a contract‑based or regulated environment
- Interest in developing into more senior customer or relationship roles
Personal Attributes and Key outcomes
Personal Attributes
- Customer focused and solutions oriented
- Reliable and accountable
- Calm and professional under pressure
- Open to learning and development
- Comfortable working as part of a structured team model
Key Outcomes
- Timely and accurate progression of customer queries
- High quality information supporting complex case management
- Reduced delays and rework within Care and Resolution
- Consistent, professional customer communication
- Strong operational support to CRMs and Resolution Experts
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