HVAC Customer & Operations Support Co-ordinator

JLA ltd; Ripponden; Hybrid; GBP 22,000 - 27,000; Full time

Job summary

A leading HVAC service provider is seeking a HVAC Customer & Operations Support Co-ordinator to facilitate planning for engineering works and manage customer queries. The role requires excellent customer service skills and the ability to work in a fast-paced environment. You will ensure that all jobs are managed according to customer contract obligations and provide support to other departments. The position offers a hybrid work model with a robust benefits package, including gym access and wellness support.

Benefits

Access to free onsite gym

Employee Assistance Programme

Life assurance coverage

Enhanced family leave policies

Qualifications

• Experience in a customer-facing role with a good knowledge of Heating.
• Ability to manage challenging customer situations effectively.
• Demonstrated outstanding customer service skills in a fast-paced environment.

Responsibilities

• Manage planning for engineers and contractors based on inbound queries.
• Plan work to meet customer contract obligations efficiently.
• Collaborate with colleagues to ensure timely completion of works.

Skills

Proficient level of computer skills

Excellent customer service skills

Good knowledge of the English language

Good organisational skills

Job description

HVAC Customer & Operations Support Co-ordinator

Location: Hybrid / 3 days in the office (Ripponden) | Salary: £27,000 | Vacancy Type: Permanent/Full Time | Job Profile: Job Profile document

Job Description

Job title

HVAC Customer & Operations Support Co-ordinator

Function

JLA HVAC

Location

Service Delivery: Office based Ripponden

Reports to

HVAC Ops Admin Lead

Responsible for staff

N/A

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

The Hvac Ops Admin manages all works that come from the inbound contact and sales teams. They plan work for engineers and contractors to complete, both real time when a fault is identified, and future planned for preventative maintenance works and/or installations.

It is important that the Hvac Ops Admin plans work to meet customer contract obligations, while ensuring that work is planned with maximum efficiency and that they get maximum value from the business.

The Hvac Ops Admin will collaborate regularly with colleagues and contractors within Service Delivery to ensure works are completed and invoiced on time. They will also work with the field; they are the first point of contact for Contractors, engineers and support the Leads to plan labour availability and report on performance.

Key tasks

• PPM – Raise, Allocate, and confirm with sites for clients
• Reallocate PPMS as and when required to ensure correct resource is allocated
• Ensure all paperwork is attached to any client portals
• Assist the customer contact team with queries and help find labour for reactive jobs
• Making outbound calls to customers to plan works in with them
• Managing planning/dispatch email inbox in a timely and effective manner
• Ensure all jobs are planned / allocated within agreed clients SLA
• Ensure all jobs are progressed by engineers/ Contractors within the operating system when they been physically completed
• Review, actions and update the business on the progress of customer works.
• Ensure you work with the Ops Lead to continue to review labour along with demand
• Work with each of the leads to plan and review previous performance
• Share KPI reporting to service delivery management and regional leads to show performance

Criteria

Essential (attributes required for candidate to be considered)

Desirable (attributes can be trained or developed)

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

• Proficient level of computer skills, such as use of Systems, Outlook, Excel etc
• Excellent customer service skills
• Good knowledge of the English language, both written and verbal
• Good organisational skills

Experience (what you have done)

• 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

• Knowledge and experience of working for Heating company
• Knowledge of Repairs / Scheduling / customer contact capacity
• Working With Contractors

Personal qualities

(the way you think and act)

• 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
• Confidence and eagerness to own and resolve issues by showing initiative and willingness to learn

Qualifications