Employer: NLP Limited T/A National Laundry Group
Job Title: Customer Service Representative
Location: Remote (United Kingdom)
Salary: £45,000.00 – £50,000.00 per year
Job Type: Full-time
Job Overview
NLP Limited T/A National Laundry Group (NLG) comprises 32 independently owned laundries. At the group level, NLG manages tenders and negotiates contracts for multi-site hotel groups and private healthcare companies.
The group’s members currently participate in approximately £36 million worth of contracts. As a member-led organisation, NLG also serves as a networking body, supporting members in areas such as environmental impact, machinery purchases, and general business guidance.
This newly created position reports directly to the Chief Executive and is designed to strengthen communication between the National Laundry Group, its member laundries, and customers. The role may offer the successful applicant opportunities to play a more significant role in the group’s future developments.
Key Responsibilities
1. Liaising with Member Laundries
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Ensure compliance with membership standards and provide guidance on best practices for service delivery.
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Discuss stocktake results with laundries, agree on resulting actions, and confirm actions in writing.
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Collaborate with the NLG team, including marketing, accounts, and administration.
2. Resolving Customer Complaints
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Discuss customer complaints with both customers and laundries to fully understand the issues.
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Liaise with the servicing laundry to ensure prompt and satisfactory resolution.
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Confirm all agreed actions in writing to relevant parties.
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Follow up to ensure issues have been resolved effectively.
3. Escalation Management
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Act as the first point of escalation for unresolved service issues before involving the Chief Executive.
4. Meetings and Reporting
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Attend meetings with the Chief Executive and group buyers, either in person or via video link.
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Prepare and submit monthly reports detailing activities and outcomes.
5. Representation
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Represent the National Laundry Group in a manner that enhances its reputation and promotes professional business conduct.
Candidate Requirements
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Confident communication and organisational skills.
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Strong literacy, numeracy, and attention to detail.
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Proficiency in Microsoft 365.
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Ability to work independently in a remote setting.
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Experience within the hospitality linen market is advantageous but not essential.
The position is home-based but will require occasional travel. Necessary equipment, including a phone and laptop, will be provided.
Salary and Benefits
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Pay: £45,000.00 – £50,000.00 per year
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Job Type: Full-time
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Benefits: Work from home
Work Location: Remote
How to Apply
If you’re interested in this position, visit the official website for more information — click here to apply now.
