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- Tasks: Lead a dynamic team to enhance customer experiences and resolve complex queries.
- Company: Join JLA, a leader in mission-critical infrastructure solutions.
- Benefits: Enjoy a competitive salary, hybrid work, and opportunities for professional growth.
- Other info: Be part of a supportive team culture that values collaboration and continuous improvement.
- Why this job: Make a real impact by improving customer relationships and driving service excellence.
- Qualifications: Experience in customer service leadership and strong communication skills required.
The predicted salary is between 36000 - 36000 £ per year.
Location: Hybrid / 3 days in office (Ripponden)
Salary: £36,000
Vacancy Type: Permanent/Full Time
About our business: JLA is a mission critical infrastructure solutions business offering services in 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.
Role overview: To lead and develop the team of Customer Relationship Managers, ensuring the effective resolution of complex queries, driving improvements in customer outcomes, protecting growth opportunities and enhancing customer experience during both the onboarding and in-life phase of their customer journey. This role is central to building a high performing, empowered team that delivers excellent customer service, builds rapport and strong working relationships with the JLA customer base, drives fair, consistent and timely resolutions and strengthens customer trust.
Key tasks:
- Team Leadership and Support: Provide day to day leadership and support to the team of Customer Relationship Managers, ensuring high standards of customer service are consistently met. Create a positive and inclusive team environment that promotes accountability, engagement and confidence. Support team wellbeing and morale, addressing concerns promptly and appropriately. Lead by example, modelling expected behaviours, quality standards and customer focused decision making.
- Coaching, Performance and Development: Deliver regular coaching and feedback to support individual and team performance. Monitor performance against agreed KPIs and quality measures, taking action where additional support or improvement is required. Complete regular performance reviews and support goal setting and development planning. Identify training needs and ensure team members maintain appropriate knowledge of products, processes and systems. Lead team briefings and short workshops to share updates, learning and best practice.
- Quality Assurance and Performance Reporting: Take ownership of the team’s quality assurance process, ensuring consistent monitoring of calls, emails, live chats and other customer communications. Carry out regular quality reviews, providing clear, constructive feedback and coaching based on QA outcomes. Track quality trends and common issues, using insight to improve individual performance and overall service standards. Produce regular KPI and performance reports covering service levels, quality outcomes, volumes and customer feedback. Highlight risks, underperformance or emerging trends to the Customer Care and Resolutions Manager, supporting actions to address them.
- Service Delivery and Customer Query Resolution: Ensure all customer contacts are responded to within agreed timescales and in line with service and quality standards. Support the team with complex queries and act as an escalation point for more complex or sensitive issues. Identify recurring customer issues and feedback insights to support service and process improvements.
- Continuous Improvement and Collaboration: Contribute ideas to improve team processes, quality, and customer experience. Work with colleagues across teams (e.g. Operations, Care, Customer Success, Sales) to resolve issues and reduce repeat customer contacts. Encourage team members to share feedback and improvement ideas.
- Governance and Compliance: Ensure the team follows internal policies, procedures and regulatory requirements at all times. Support the management of attendance, conduct and performance issues in line with company policies, with guidance where required. Escalate risks, complaints or compliance concerns promptly and accurately.
Criteria:
Essential:
- Strong knowledge of customer service
- 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 (e.g. Dynamics, Salesforce, Zendesk)
- Understanding of financial/commercial levels (credits/compensation/retention impact)
Desirable Knowledge and Skills:
- Experience managing a team in a customer service/account management environment, or similar.
- 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.
- Proven delivery of service improvement initiatives with measurable business impact.
- Exposure to managing teams in hybrid environments.
Personal qualities:
- 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.
Qualifications:
- Evidence of relevant professional development or training in leadership or customer service
- Industry relevant compliance or regulatory training
Customer Relationship Management (CRM) Team Leader employer: JLA Limited
Contact Detail:
JLA Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Relationship Management (CRM) Team Leader
✨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 Management Team Leader role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching JLA and its services. Understand their customer service ethos and think about how you can contribute to improving customer outcomes. Tailor your responses to show how your experience aligns with their mission.
✨Tip Number 3
Practice your interview skills with a friend or in front of a mirror. Focus on articulating your leadership style and how you've successfully managed teams in the past. Confidence is key, so make sure you’re ready to shine!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of the JLA team. Good luck!
We think you need these skills to ace Customer Relationship Management (CRM) Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Customer Relationship Management Team Leader role. Highlight your experience in leading teams, improving customer outcomes, and any relevant CRM systems you've worked with. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer service and how you can lead our team to success. Share specific examples of your achievements and how they relate to the role. We love a good story!
Show Off Your Communication Skills: As a CRM Team Leader, strong communication is key. Make sure your application reflects this! Use clear, concise language and check for any typos or errors. We appreciate attention to detail and want to see that you can communicate effectively.
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s super easy and ensures your application goes directly to us. Plus, you’ll get to see more about our company culture and values while you’re at it!
How to prepare for a job interview at JLA Limited
✨Know Your Customer Service Stuff
Make sure you brush up on your customer service knowledge before the interview. Understand the key principles of effective customer relationship management and be ready to discuss how you've applied these in past roles. This will show that you're not just familiar with the theory, but you can also put it into practice.
✨Showcase Your Leadership Skills
As a potential team leader, it's crucial to demonstrate your leadership abilities. Prepare examples of how you've successfully led teams, resolved conflicts, and motivated others. Think about specific situations where your leadership made a difference in customer outcomes or team performance.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle complex customer issues. Practice articulating your thought process and the steps you would take to resolve such situations. This will help you convey your analytical mindset and customer-focused approach.
✨Understand the Company and Its Values
Research JLA and its mission-critical services. Familiarise yourself with their customer service philosophy and values. During the interview, relate your answers back to how you can contribute to their goals and enhance customer experience, showing that you're aligned with their vision.