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 comprehensive benefits package including wellness support, gym access, and flexible working options.
- Other info: Opportunities for career growth and recognition through our Colleague Recognition Scheme.
- 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 are essential.
The predicted salary is between 29700 - 36300 £ per year.
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 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
The Customer Relationship Manager (CRM) is responsible for owning the customer experience and relationship, 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 Sales, Credit Control, 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 My JLA 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
- Criteria
Essential (attributes required for candidate to be considered)
- Knowledge, 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
- 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
- #J-18808-Ljbffr
2 x Customer Relationship Manager in Ripponden employer: JLA Limited
JLA is an exceptional employer that prioritises the well-being and growth of its employees, offering a comprehensive benefits package including health support, financial guidance, and a commitment to work-life balance with 25 days of annual leave. Located in Manchester/Ripponden, our vibrant work culture fosters collaboration and recognition, ensuring that as a Machines Sales Executive, you will be valued for your contributions while having access to career development opportunities and a supportive team environment.
StudySmarter Expert Advice🤫
We think this is how you could land 2 x Customer Relationship Manager in Ripponden
✨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 2 x Customer Relationship Manager in Ripponden
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.
