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!
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Customer Care and Resolution Manager in Ripponden employer: JLA Group
JLA Group is an excellent employer for Field Fire & Security Engineers, offering a competitive salary and a supportive work environment in the vibrant city of Manchester. With a strong focus on employee growth and development, the company fosters a culture of excellence and compliance, ensuring that team members are equipped with the necessary skills and training to succeed in their roles. Join us to be part of a dedicated team that values safety, customer service, and professional advancement.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care and Resolution Manager in Ripponden
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at JLA Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like JLA Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Care and Resolution Manager in Ripponden
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to JLA Group:Your cover letter is your chance to shine! Tell us why you want to work at JLA Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at JLA Group!
How to prepare for a job interview at JLA Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
