At a Glance
- Tasks: Lead a team to deliver exceptional customer service and resolve complex queries.
- Company: Join JLA, a leader in mission-critical infrastructure solutions.
- Benefits: Competitive salary, hybrid work options, and opportunities for professional growth.
- Other info: Dynamic team environment with a focus on continuous improvement and collaboration.
- Why this job: Make a real impact by enhancing customer experiences and building strong relationships.
- Qualifications: Strong leadership skills and experience in customer service management.
The predicted salary is between 35000 - 45000 £ per year.
Function: Customer Service Management
Location: Ripponden Office/Hybrid
Reports to: Customer Care and Resolutions Manager
Responsible for staff: Currently 8 FTE
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. JLA is driven by a world class Sales & Marketing engine, owns and maintains all assets, and has an efficient on-site operations team working daily with customers.
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 teams 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.
- Desirable: 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).
Experience: Experience managing a team in a customer service environment.
Customer Relationship Management Team Leader employer: JLA Limited
At JLA, we pride ourselves on being an exceptional employer, offering a dynamic work environment in Ripponden that fosters collaboration and personal growth. Our commitment to employee wellbeing is reflected in our inclusive culture, where team members are empowered to excel and develop their skills through regular coaching and performance reviews. With a focus on delivering outstanding customer service, we provide unique opportunities for career advancement while ensuring a supportive atmosphere that values every individual's contribution.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relationship Management 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 lookout for a Customer Relationship Management Team Leader role. You never know who might have the inside scoop on an opportunity!
✨Tip Number 2
Prepare for those interviews by practising common questions related to team leadership and customer service. We recommend doing mock interviews with friends or family to build your confidence and refine your answers.
✨Tip Number 3
Showcase your skills during interviews by sharing specific examples of how you've led teams to success in customer service. Use the STAR method (Situation, Task, Action, Result) to structure your responses and make them impactful.
✨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 our awesome team at JLA.
We think you need these skills to ace Customer Relationship Management Team Leader
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Customer Relationship Management Team Leader. Highlight your experience in leading teams, resolving complex queries, and improving customer outcomes. We want to see how your skills align with our mission at JLA!
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 contribute to building a high-performing team. Share specific examples of your past successes that relate to the job description.
Showcase Your Leadership Style:In your application, give us a glimpse of your leadership style. How do you create a positive team environment? What strategies do you use to support team wellbeing and morale? We’re looking for someone who can lead by example and inspire others!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at JLA Limited
✨Know Your Stuff
Make sure you brush up on your knowledge of customer service principles and the specific CRM tools mentioned in the job description, like Dynamics or Salesforce. Being able to discuss how you've used these tools in past roles will show that you're ready to hit the ground running.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led a team in the past. Think about times when you’ve improved team performance or resolved conflicts. This role is all about leading a team, so demonstrating your leadership style and successes will be key.
✨Be Ready for Scenario Questions
Expect to be asked how you would handle complex customer queries or team challenges. Prepare some scenarios from your previous experience where you turned a difficult situation into a positive outcome. This will highlight your problem-solving skills and customer focus.
✨Emphasise Continuous Improvement
Talk about how you’ve contributed to process improvements in your previous roles. JLA values innovation and collaboration, so sharing ideas on how to enhance customer experience or team efficiency will resonate well with the interviewers.
