At a Glance
- Tasks: Lead a dynamic Customer Helpdesk Team to enhance customer experiences and resolve queries effectively.
- Company: Join JLA, a leader in mission-critical infrastructure solutions with a focus on customer service.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Be part of a collaborative environment that values innovation and continuous improvement.
- Why this job: Make a real impact by improving customer outcomes and leading a passionate team.
- Qualifications: Experience in customer service management and strong leadership skills are essential.
The predicted salary is between 25000 - 32000 £ per year.
Location: Ripponden Office/Hybrid
Reports to: Customer Service Manager
Responsible for staff: TBC
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 the Customer Helpdesk Team, ensuring the effective resolution of customer cases 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 Support: Provide day to day leadership and support to the Customer Helpdesk Team, 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 customer 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.
- 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 Helpdesk Team Leader in Leeds employer: JLA Limited
At JLA, we pride ourselves on being an exceptional employer, offering a dynamic work environment in our Ripponden office with hybrid options that promote work-life balance. Our commitment to employee growth is evident through regular coaching, performance reviews, and opportunities for professional development, all within a supportive and inclusive team culture that values accountability and engagement. Join us to be part of a mission-critical infrastructure solutions business where your contributions directly enhance customer experiences and drive meaningful improvements.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Helpdesk Team Leader in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at JLA Limited. 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 Limited 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 Helpdesk Team Leader in Leeds
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 Limited:Your cover letter is your chance to shine! Tell us why you want to work at JLA Limited 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 Limited!
How to prepare for a job interview at JLA Limited
✨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.
