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- Tasks: Lead and inspire a team to resolve customer complaints and enhance experiences.
- Company: Join JLA, a mission-critical infrastructure solutions provider with a supportive culture.
- Benefits: Enjoy 25 days annual leave, wellness support, gym access, and financial guidance.
- Why this job: Make a real impact on customer satisfaction while developing your leadership skills.
- Qualifications: Experience in customer service management and a passion for improving customer outcomes.
- Other info: Dynamic role with opportunities for career growth and recognition.
The predicted salary is between 36000 - 60000 £ per year.
Currently 9FTE and 3PTE across blended Care & Resolutions
About our business
JLA is a mission critical infrastructure solutions business offering services Laundry, Catering, Heating, Fire Safety, Infection Control and Air Conditioning.
The company offers an end-to-end, on premise, machine supply and breakdown service proposition under the name Total Care, and additional products and services. JLA is driven by a world class Sales & Marketing engine, owns and maintains all assets, and has an efficient on-site operations team working with daily with customers.
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 counseling 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
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, ensuing visibility and impact in metrics that demonstrate JLA’s delivery for customers
What You’ll Bring
– A passion for delivering brilliant customer experiences
– 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
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)
– 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 (eg Dynamics, Salesforce, Zendesk)
– Ability to design and embed process improvements across functions
– Understanding of financial /commercial levels (credits/compensation/retention impact)
Experience (what you have done)
– 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
(the way you think and act)
-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
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Customer Care and Resolution Manager employer: JLA Limited
Contact Detail:
JLA Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care and Resolution Manager
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Show them you’re not just another candidate; you’re genuinely interested in being part of their team.
✨Tip Number 3
Practice your answers to common interview questions, but keep it natural. We want you to sound confident and authentic, not like a robot reciting lines!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and show your enthusiasm for the role.
We think you need these skills to ace Customer Care and Resolution Manager
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 experience in managing customer service teams and any specific achievements that align with the job description. We want to see how you can bring your unique skills to our team!
Showcase Your Leadership Skills: Since this role is all about leading a team, don’t forget to emphasise your leadership experience. Share examples of how you've motivated and developed others in previous roles. We love seeing candidates who can inspire their teams to deliver excellent service!
Demonstrate Your Problem-Solving Abilities: The ability to handle complex customer issues is key for this position. Use your application to illustrate how you've tackled challenging situations in the past. We’re looking for candidates who can think critically and drive meaningful change in customer experiences.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details directly and ensures you’re considered for the role. Plus, it shows you’re keen on joining the JLA family!
How to prepare for a job interview at JLA Limited
✨Know Your Customer Care Inside Out
Before the interview, dive deep into JLA's customer care philosophy and their Total Care proposition. Understand how they handle complaints and what makes their service unique. This knowledge will help you demonstrate your passion for delivering brilliant customer experiences.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the past. Think about specific situations where you motivated your team or improved performance. Highlight your ability to foster a culture of accountability and continuous improvement, as this is key for the role.
✨Be Data-Driven
Since the role requires a data-driven mindset, come prepared with examples of how you've used data to identify root causes and drive improvements. Discuss any tools or systems you've used, like CRM platforms, to track performance and enhance customer outcomes.
✨Practice Cross-Functional Collaboration
Think of instances where you've worked with other departments to resolve issues or improve processes. Be ready to discuss how you can influence cross-functional plans at JLA to enhance the overall customer experience, as collaboration is crucial for this position.
