At a Glance
- Tasks: Lead a dynamic team to resolve customer issues and enhance their experience.
- Company: Join a supportive company that values your well-being and growth.
- Benefits: Enjoy flexible working, wellness support, and a range of perks including gym access.
- Other info: Be part of a culture that celebrates achievements and fosters professional development.
- Why this job: Make a real impact by improving customer satisfaction and driving positive change.
- Qualifications: Experience in customer service leadership and a passion for continuous improvement.
The predicted salary is between 36000 - 60000 £ per year.
Role overview
To lead and develop the Customer Care and Resolution team, ensuring the effective resolution of customer cases and complaints while driving improvements in customer outcomes, protecting growth opportunities and enhancing customer experience. This role is central to building a high performing, empowered team that delivers fair, consistent and timely resolutions while influencing the wider business to prevent recurrence and strengthen customer trust.
Key tasks
- Team Leadership and Development
- Lead, coach and inspire the Customer Care & Resolutions team to deliver excellent service
- Build a culture of accountability, empowerment and continuous improvement
- Set clear objectives, track performance and provide regular feedback to enable growth
- Foster strong team engagement, wellbeing and professional development
- Customer Resolution and Advocacy
- Own the end-to-end resolution of escalated and complex customer complaints, ensuring cases are handled with care, fairness and in line with regulatory requirements (FCA/Ombudsman)
- Act as the voice of the customer, identifying trends, root causes and opportunities to improve the customer journey
- Deliver improvement in customer outcomes as reflected in Trust Pilot, NPS and direct customer feedback
- Balance customer advocacy with commercial considerations, protecting growth opportunities and minimising preventable losses
- Cross Functional Collaboration and Root Cause Feedback
- Work cross functionally with Service Delivery, Sales, Operations and other functions to resolve issues and prevent recurrence
- Establish a structured root cause analysis and feedback loop to share insights across the business and facilitate ownership of corrective actions
- Influence and support cross functional plans that improve end-to-end customer experience
- Continuous Improvement and Policy Development
- Drive preventative strategies to reduce repeat complaints and escalations
- Use data and insight to challenge existing practices and drive meaningful change
- Contribute to design and improvement of policies, processes and training to enhance customer experience and reduce complaint volumes
- Act as an ambassador for continuous improvement, enabling the team to build capabilities that drive sustainable improvements
- Reporting, Governance and Compliance
- Provide regular reporting on complaint volumes, resolution times, root causes and customer sentiment
- Ensure compliance with all internal polices and external regulations
- Escalate risks appropriately and contribute to governance forums, ensuring visibility and impact in metrics that demonstrate delivery for customers
What You’ll Bring
- Proven experience managing customer service or complaints teams in a fast paced environment
- Strong leadership skills with the ability to motivate and develop others
- Excellent communication, influencing and problem solving abilities
- A data driven mindset with a focus on outcomes and continuous improvement
- Experience working in a regulated environment (desirable but not essential)
Measures of Success
- Improved customer satisfaction (CSAT) and Net Promoter Scores (NPS)
- Reduction in complaint volume, escalations and resolution times
- Measurable reduction in financial leakage (credits, compensation) and customer losses
- High team engagement, performance and retention
- Strong cross functional collaboration and ownership of preventative actions
- Successful delivery of service improvement initiatives with clear impact on customer and business outcomes
Knowledge and Skills
- Strong knowledge of customer service and complaints handling
- Understanding of FCA and Ombudsman requirements
- Ability to analyse data, identify root causes and translate insight into action
- Strong communication skills – able to influence and build relationships cross functionally
- Skilled in leading teams to deliver against KPIs
- Competence in reporting, governance and performance tracking
- Knowledge of service delivery and operations in a field based environment
- Familiarity with case management or CRM systems such as Dynamics, Salesforce, or Zendesk
- Ability to design and embed process improvements across functions
- Understanding of financial /commercial levels (credits/compensation/retention impact)
Experience
- Experience managing a team in customer service, complaints or resolutions
- Demonstrated track record of improving customer outcomes
- Evidence in coaching and developing individuals to achieve high performance
- Experience handling complex and escalated customer issues with fairness and accountability
- Experience working cross functionally to resolve issues and drive improvement
- Experience in regulated environments (financial services, utilities, telecoms)
- Experience in leading or contributing to governance forums or audit reviews
- Proven delivery of service improvement initiatives with measurable business impact
- Exposure to managing teams in hybrid environments
- Customer focused with strong advocacy for fair and timely outcomes
- Commercially aware – able to balance customer needs with business impact
- Collaborative, with the ability to build trust and influence at all levels
- Resilient and calm under pressure, able to manage high volumes and complexity
- Analytical and problem solving mindset, with a continuous improvement approach
- Demonstrate integrity, accountability and respect in line with customer values
- Inspirational leadership style that creates a highly engaged team culture
- Change agent – confident in challenging established ways of working constructively
- Innovate thinker who can bring best practice and fresh ideas
Qualifications
- Evidence of relevant professional development or training in leadership, complaints handling or customer service
- Formal management or leadership qualification (ILM, CMI, NVQ in management)
- Industry relevant compliance or regulatory training
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 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!
Customer Care and Resolution Manager in Ripponden employer: JLA Group
At JLA, we pride ourselves on being an exceptional employer, offering a supportive and empowering work culture that prioritises employee well-being and professional growth. Our extensive benefits package includes access to mental health support, fitness facilities, and flexible working options, ensuring a healthy work-life balance while fostering a high-performing team dedicated to enhancing customer experiences. Join us in a role where your leadership can make a meaningful impact, backed by a company that values your contributions and invests in your success.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care and Resolution Manager in Ripponden
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the hunt for a Customer Care and Resolution Manager role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by practising common questions related to customer service and team leadership. Think about your past experiences and how they align with the role. We want you to shine, so rehearse your answers until they feel natural!
✨Tip Number 3
Showcase your problem-solving skills during interviews. Be ready to discuss specific examples where you've turned customer complaints into positive outcomes. This is your chance to demonstrate that you can handle complex issues with fairness and accountability!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search. So, get that application in and let’s make it happen!
We think you need these skills to ace Customer Care and Resolution Manager in Ripponden
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Care and Resolution Manager role. Highlight your relevant experience in managing customer service teams and resolving complaints, as this will show us you understand what we're looking for.
Showcase Your Leadership Skills:We want to see how you've led and developed teams in the past. Share specific examples of how you've motivated your team and driven improvements in customer outcomes. This will help us gauge your fit for our culture of empowerment and accountability.
Be Data-Driven:Since we value a data-driven mindset, include any metrics or KPIs you've improved in previous roles. Whether it's reducing complaint volumes or enhancing customer satisfaction scores, showing us your impact with numbers will definitely catch our eye.
Apply Through Our Website:Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it makes the whole process smoother for everyone involved.
How to prepare for a job interview at JLA Group
✨Know Your Customer Care Inside Out
Before the interview, dive deep into the principles of customer care and resolution. Familiarise yourself with common complaints and effective resolution strategies. This will help you demonstrate your understanding of the role and how you can lead a team to improve customer outcomes.
✨Showcase Your Leadership Style
Be ready to discuss your leadership approach and how you've motivated teams in the past. Prepare examples that highlight your ability to inspire and develop others, as well as how you’ve built a culture of accountability and continuous improvement within your teams.
✨Data-Driven Decision Making
Since this role requires a data-driven mindset, come prepared with examples of how you've used data to identify trends and drive improvements. Discuss specific metrics you've tracked, such as CSAT or NPS, and how your actions led to measurable changes in customer satisfaction.
✨Cross-Functional Collaboration is Key
Highlight your experience working across different departments to resolve issues. Be ready to share examples of how you've influenced cross-functional plans to enhance the customer journey and prevent future complaints, showcasing your collaborative spirit.
