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- 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 competitive salary, wellness support, gym access, and flexible working options.
- Other info: Be part of a supportive team with excellent career growth opportunities.
- 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.
Working hours: 37.5 Hrs - 6-month Fixed Term Contract (with potential extension). This is a full-time role designed to provide consistent primary ownership and continuity for customers.
The Customer Relationship Manager (CRM) is responsible for owning the customer experience and relationship for SME accounts, 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 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 MyJLA 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
Key Skills and Experience:
- Essential:
- 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
- Desirable:
- 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
About our Business:
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 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!
Job Types: Full-time, Fixed term contract, Temp to perm
Contract length: 6 months
Benefits:
- Canteen
- Company pension
- Free parking
- On-site gym
- On-site parking
- Work from home
Experience: Customer relationship management: 1 year (preferred)
Work Location: Hybrid remote in Sowerby Bridge HX6 4AJ
Customer Relationship Manager in Sowerby Bridge employer: JLA Limited
Contact Detail:
JLA Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Relationship Manager in Sowerby Bridge
✨Tip Number 1
Get to know the company inside out! Research JLA's values, services, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by practising common questions related to customer relationship management. Think about your past experiences and how they align with the role. Confidence is key, so rehearse until you feel ready!
✨Tip Number 4
Follow up after your interview! A simple thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Relationship Manager in Sowerby Bridge
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Relationship Manager role. Highlight your experience in managing customer relationships and any relevant skills that match the job description. We want to see how you can bring value to our team!
Showcase Your Communication Skills: Since strong written communication is key for this role, ensure your application is clear, concise, and free of errors. Use professional language but let your personality shine through. We love a bit of character!
Demonstrate Problem-Solving Abilities: In your application, share examples of how you've successfully navigated complex customer issues in the past. We’re looking for candidates who can think critically and provide solutions, so don’t hold back on those success stories!
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way to ensure it gets into the right hands. Plus, you’ll find all the details you need about the role and our company culture there!
How to prepare for a job interview at JLA Limited
✨Know Your Customer Journey
Before the interview, take some time to understand the customer journey at JLA. Familiarise yourself with how they manage customer relationships and the importance of continuity and communication. This will help you demonstrate your understanding of the role and how you can contribute to enhancing customer experiences.
✨Showcase Your Problem-Solving Skills
Be prepared to discuss specific examples where you've successfully managed complex customer issues. Highlight your ability to coordinate across teams and maintain momentum on challenging cases. This will show that you can handle the responsibilities of a Customer Relationship Manager effectively.
✨Communicate Clearly and Confidently
Since strong communication skills are essential for this role, practice articulating your thoughts clearly. Use examples from your past experiences to illustrate your points. Remember, it's not just about what you say, but how you say it—confidence and clarity go a long way!
✨Demonstrate Your Proactive Approach
The role requires a proactive mindset, so be ready to share instances where you've taken initiative in previous roles. Discuss how you've identified potential issues before they escalated and the steps you took to prevent them. This will highlight your ability to think ahead and contribute to the company's success.