At a Glance
- Tasks: Own customer relationships and ensure smooth communication for complex issues.
- Company: Join JLA, a leader in providing essential services across various sectors.
- Benefits: Enjoy a competitive salary, wellness support, gym access, and flexible working options.
- Other info: Dynamic work environment with opportunities for career growth and recognition.
- Why this job: Make a real difference by enhancing customer experiences and driving positive outcomes.
- Qualifications: Experience in customer relationship management and strong communication skills required.
The predicted salary is between 30000 - 42000 £ per year.
Working hours: 37.5 Hrs - 6-month Fixed Term Contract (with potential extension). This is a full-time role designed to provide consistent primary ownership and continuity for customers.
Role Overview
The Customer Relationship Manager (CRM) is responsible for owning the customer experience and relationship for SME accounts, especially where issues are complex, prolonged or high impact. The role provides customers with a consistent primary point of contact, ensuring clear communication, coordinated resolution and fair, timely outcomes.
The CRM role exists to strengthen customer relationships, support retention and renewal activity, protect cash collection and ensure learning from customer issues is translated into preventative action across the business. CRMs work in close partnership with Care Advisors, Resolution Experts, Account Managers and Customer Success to deliver joined up, professional customer outcomes.
Key tasks
- Primary Customer Relationship Ownership
- Act as the primary point of contact for customers.
- Own customer communication throughout the resolution journey, providing clear updates and managing expectations.
- Build trust and confidence through consistent, professional and proactive engagement.
- Ensure customers experience continuity, transparency and accountability.
- Coordination of Complex Resolution Activity
- Coordinate multi-step customer issues across Operations, Finance, Sales and other support functions.
- Maintain momentum on complex or aged cases, removing blockers and driving progress.
- Work in structured partnership with assigned Care Advisors to progress tasks and gather information.
- Escalate appropriately to Resolution Experts where formal complaints, remedies or governance decisions are required.
- Structured Insight, Root Cause Analysis and Feedback Loops
- Lead structured root cause analysis on complex and recurring customer issues.
- Identify patterns, trends and systemic weaknesses impacting customer experience.
- Translate customer insight into clear, evidence-based feedback for Operations, Customer Experience and leadership teams.
- Support agreed preventative actions and track completion to reduce repeat failure.
- Commercial Awareness and Retention Support
- Maintain awareness of customer risk, sentiment and relationship health.
- Work closely with Area Sales Managers (ASMs) to support renewal, re-sign and wider relationship activity.
- Provide structured insight to Customer Success where customers progress toward termination.
- Contribute to informed decision making around retention gestures and commercial outcomes.
- Customer Adoption and Enablement
- Deliver MyJLA portal walkthroughs and customer education.
- Encourage digital adoption and self-service behaviours.
- Reduce avoidable demand by improving customer understanding of visibility, status and processes.
- Governance, Quality and Professional Standards
- Ensure customer communication is accurate, considered and aligned to business position.
- Maintain high standards of written and verbal communication.
- Operate within agreed governance frameworks, escalation pathways and authority levels.
- Ensure customer records, timelines and case information are complete and reliable.
Essential Key Skills and Experience
- Proven experience in customer relationship management, account management or complex customer support.
- Strong written and verbal communication skills.
- Ability to manage ambiguity and apply judgement in complex situations.
- Strong organisational skills and attention to detail.
- Ability to coordinate and influence across teams without direct authority.
Desirable
- Experience working in a contract-based or regulated environment.
- Commercial awareness and understanding of customer lifecycle value.
- Experience contributing to root cause analysis and service improvement.
- Familiarity with CRM or case management systems.
Personal Attributes
- Proactive and self-motivated.
- Calm, confident and professional under pressure.
- Detail focused with the ability to think systemically.
- Comfortable taking ownership and accountability.
- Collaborative and relationship oriented.
Key Outcomes
- Improved customer confidence and experience on complex issues.
- Reduced repeat and avoidable customer queries.
- Stronger insight into systemic issues and preventative action.
- Improved support for retention, renewal and cash collection activity.
- Clear, consistent and professional customer communication.
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.
Job Types: Full-time, Fixed term contract, Temp to perm
Contract length: 6 months
Benefits: Canteen, Company pension, Free parking, On-site gym, On-site parking, Work from home
Experience: Customer relationship management: 1 year (preferred)
Work Location: Hybrid remote in Sowerby Bridge HX6 4AJ
Customer Relationship Manager 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 Relationship Manager
✨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 Relationship Manager role. You never know who might have a lead or can put in a good word for you!
✨Tip Number 2
Prepare for interviews by practising common questions related to customer relationship management. Think about how you’d handle complex customer issues and be ready to share examples from your past experiences. Confidence is key!
✨Tip Number 3
Don’t just apply anywhere; focus on companies that align with your values and career goals. Check out our website for openings at JLA, where you can find roles that truly resonate with your skills and aspirations.
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way in showing your enthusiasm for the role. It’s a great chance to reiterate why you’re the perfect fit for the Customer Relationship Manager position.
We think you need these skills to ace Customer Relationship Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Relationship Manager role. Highlight your experience in managing customer relationships and any relevant skills that match the job description. We want to see how you can bring value to our team!
Showcase Your Communication Skills:Since strong written communication is key for this role, ensure your application is clear, concise, and free of errors. Use professional language but let your personality shine through. We love seeing candidates who can communicate effectively!
Demonstrate Problem-Solving Abilities:In your application, share examples of how you've tackled complex customer issues in the past. We’re looking for proactive problem solvers who can manage ambiguity and drive progress, so don’t hold back on showcasing your achievements!
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining the StudySmarter family!
How to prepare for a job interview at JLA Group
✨Know Your Customer Inside Out
Before the interview, take some time to research the company and its customer base. Understand their services, especially the Total Care package, and think about how you can enhance customer relationships. This will show your potential employer that you're genuinely interested in their business and ready to contribute.
✨Demonstrate Your Communication Skills
As a Customer Relationship Manager, clear communication is key. Prepare examples of how you've effectively communicated with customers in the past, especially during complex situations. Practise articulating these experiences so you can convey your ability to manage expectations and build trust.
✨Showcase Your Problem-Solving Abilities
Be ready to discuss specific instances where you've resolved complex customer issues. Highlight your approach to root cause analysis and how you've implemented preventative measures. This will demonstrate your proactive mindset and ability to drive progress in challenging scenarios.
✨Emphasise Team Collaboration
The role requires working closely with various teams, so be prepared to talk about your experience in collaborating across departments. Share examples of how you've influenced others without direct authority and how you maintain momentum on projects. This will illustrate your teamwork skills and adaptability.
