At a Glance
- Tasks: Lead and develop customer-facing teams to enhance customer experience and satisfaction.
- Company: Join JLA, a mission-critical infrastructure solutions business with a focus on customer care.
- Benefits: Enjoy 25 days annual leave, flexible working, wellness support, and a free onsite gym.
- Other info: Opportunities for career growth and a supportive work environment await you.
- Why this job: Make a real impact by improving customer journeys and driving satisfaction across the company.
- Qualifications: Experience in customer service management and a passion for enhancing customer experiences.
The predicted salary is between 40000 - 50000 £ per year.
Location: Ripponden Office/Hybrid
Reports to: Customer Service Director
Responsible for staff: Currently 22 FTE across the Customer Care Department
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.
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 counselling 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 Experience Manager is responsible for improving how customers experience JLA throughout their lifecycle. Through proactive engagement, customer insight, relationship management and continuous improvement, the role drives customer satisfaction, advocacy and long term customer value. Acting as a key voice of the customer, the Customer Experience Manager uses customer feedback, operational insight and stakeholder collaboration to influence service improvements, strengthen customer relationships and support the delivery of JLA's customer focused strategy.
Key Responsibilities
- Leadership and Team Development
- Lead, coach and develop customer facing teams within their area of responsibility.
- Create a high performing culture focused on accountability, collaboration and customer outcomes.
- Set clear objectives, expectations and development plans.
- Build capability, succession and resilience within the team.
- Customer Experience and Engagement
- Drive improvements in customer satisfaction measures, including NPS, CSAT and customer feedback channels.
- Develop and deliver proactive customer engagement and communication strategies throughout the customer lifecycle.
- Support customer onboarding, lifecycle communications and relationship building activities.
- Monitor customer health indicators and emerging risks, escalating concerns and opportunities where appropriate.
- Champion a customer centric approach across all areas of responsibility.
- Customer Journey and Advocacy
- Support the mapping, review and continuous improvement of end to end customer journeys.
- Identify customer pain points, service failures and opportunities to simplify the customer experience.
- Act as a champion for customer experience, ensuring customer feedback and insight are represented in business decision making.
- Support Voice of Customer activities and customer listening programmes.
- Digital Adoption and Customer Enablement
- Drive adoption of digital self service solutions, including MyJLA and future customer facing technologies.
- Promote effective use of customer insight tools, including Single Customer View.
- Support initiatives that improve customer self service capability and digital engagement.
- Stakeholder Management and Collaboration
- Build effective relationships across operational, commercial and support functions.
- Collaborate with stakeholders to improve customer outcomes and service performance.
- Influence business decisions through customer insight and feedback.
- Develop constructive relationships with customers and key stakeholders where appropriate.
- Continuous Improvement, Insight and Reporting
- Use customer and operational data to identify trends, risks and opportunities.
- Produce meaningful reporting, insight and recommendations for stakeholders.
- Support continuous improvement initiatives that enhance customer outcomes and operational performance.
- Monitor performance against agreed objectives and service measures.
Locations
Customer Experience Manager in Sowerby Bridge, Yorkshire employer: JLA Limited
At JLA, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work culture that prioritises employee well-being and development. Our extensive benefits package includes access to mental health support, a free onsite gym, and generous leave policies, all designed to foster a healthy work-life balance. As a Customer Experience Manager, you'll have the opportunity to lead a dedicated team, drive meaningful improvements in customer satisfaction, and grow your career within a company that truly values your contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager in Sowerby Bridge, Yorkshire
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching JLA and understanding their customer experience philosophy. Tailor your answers to show how your skills align with their mission and values. Be ready to share examples of how you've improved customer satisfaction in the past.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or family to build confidence. Focus on articulating your thoughts clearly and showcasing your passion for enhancing customer experiences.
✨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 family.
We think you need these skills to ace Customer Experience Manager in Sowerby Bridge, Yorkshire
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Experience Manager role. Highlight your relevant experience in customer service management and how you've driven customer satisfaction in previous roles. We want to see how you can bring value to JLA!
Showcase Your Leadership Skills:As a Customer Experience Manager, you'll be leading teams, so don’t forget to mention your leadership experience. Share examples of how you've coached and developed teams to achieve high performance. We love to see candidates who can inspire others!
Demonstrate Your Customer-Centric Approach:We’re all about putting customers first at JLA. Use your application to illustrate how you've championed customer experience in the past. Talk about any initiatives you've led that improved customer engagement or satisfaction – we want to hear your success stories!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining the JLA family. We can’t wait to see what you’ve got!
How to prepare for a job interview at JLA Limited
✨Know Your Customer Experience Metrics
Familiarise yourself with key customer experience metrics like NPS and CSAT. Be ready to discuss how you've used these metrics in previous roles to drive improvements and enhance customer satisfaction.
✨Showcase Leadership Skills
Prepare examples of how you've led and developed teams in the past. Highlight your ability to create a high-performing culture and set clear objectives, as this is crucial for the Customer Experience Manager role.
✨Understand the Customer Journey
Be prepared to discuss how you would map and improve the customer journey. Think about specific pain points you've identified in previous roles and how you addressed them to simplify the customer experience.
✨Emphasise Collaboration and Stakeholder Management
Demonstrate your ability to build relationships across various functions. Share examples of how you've collaborated with stakeholders to influence business decisions based on customer feedback and insights.
