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, wellness support, gym access, and a range of financial benefits.
- Other info: Flexible working options and excellent career development opportunities 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 strong leadership skills required.
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 and Marketing engine, owns and maintains all assets, and has an efficient on site operations team working daily with customers.
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.
Customer Experience Manager in Sowerby Bridge 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 mental health support, flexible working options, and a commitment to career growth, ensuring that our Customer Experience Manager can thrive in their role while making a meaningful impact on customer satisfaction. Located in Ripponden, our office provides a vibrant environment with access to fitness facilities and a strong sense of community, making it an ideal place for those seeking a rewarding career in customer service management.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager in Sowerby Bridge
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even hit up LinkedIn. The more people you know, the better your chances of landing that Customer Experience Manager role.
✨Tip Number 2
Show off your skills! When you get the chance to chat with potential employers, make sure to highlight your experience in customer engagement and relationship management. Use real examples to demonstrate how you've improved customer satisfaction in the past.
✨Tip Number 3
Be proactive! Don’t just wait for job openings to pop up. Reach out to companies you admire, like JLA, and express your interest in working with them. Sometimes, creating your own opportunity is the best way to land the job.
✨Tip Number 4
Apply through our website! We love seeing applications come directly from candidates who are genuinely interested in joining the JLA family. Plus, it shows you're keen on being part of our mission to enhance customer experiences.
We think you need these skills to ace Customer Experience Manager in Sowerby Bridge
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 it aligns with JLA's mission to improve customer satisfaction.
Showcase Your Achievements:Don’t just list your responsibilities; share specific examples of how you've driven customer satisfaction or improved processes in previous roles. We love seeing quantifiable results that demonstrate your impact!
Be Authentic:Let your personality shine through in your application. We’re looking for someone who can connect with customers and lead a team, so don’t be afraid to show us what makes you unique and passionate about customer experience.
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way to ensure your application gets into the right hands and shows your enthusiasm for joining the JLA family!
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 Your Leadership Skills
Prepare examples of how you've led and developed teams in the past. Highlight specific instances where your leadership directly contributed to improved customer outcomes or team performance.
✨Understand JLA's Services
Research JLA's offerings, especially in laundry, catering, and heating services. Being knowledgeable about their products will help you demonstrate how you can enhance customer engagement and satisfaction.
✨Prepare for Scenario-Based Questions
Anticipate scenario-based questions that assess your problem-solving skills. Think of situations where you've identified customer pain points and successfully implemented solutions to improve the customer journey.
