At a Glance
- Tasks: Lead and develop a dynamic Customer Care team to enhance customer experiences.
- Company: Join JLA, a mission-critical infrastructure solutions business with a supportive culture.
- Benefits: Enjoy competitive pay, wellness support, gym access, and flexible working options.
- Other info: Opportunities for career growth and a positive work-life balance await you.
- 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 required.
The predicted salary is between 30000 - 40000 € per year.
Function: Customer Service Management
Location: Ripponden Office/Hybrid
Reports to: Customer Care and Resolutions Manager
Responsible for staff: Currently 6 FTE
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.
When you join the JLA family, you will 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 are 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: To lead and develop the Customer Care 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 Care 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 Care Team Leader in 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 Ripponden office provides a hybrid working environment, extensive benefits including a free onsite gym, mental health support, and generous leave policies, all designed to foster a healthy work-life balance. We are committed to your growth, providing opportunities for career advancement and recognising your achievements through our Colleague Recognition Scheme.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Team Leader in Yorkshire
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the hunt for a Customer Care Team Leader role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching JLA and its values. Understand their mission-critical services and think about how your experience aligns with their goals. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Practice your answers to common interview questions, especially those around team leadership and customer service. Use the STAR method (Situation, Task, Action, Result) to structure your responses and showcase your achievements effectively.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Care Team Leader in Yorkshire
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Care Team Leader role. Highlight your experience in managing teams and improving customer outcomes, as this is what we’re really looking for!
Showcase Your Leadership Skills:We want to see how you lead and develop teams. Share specific examples of how you've motivated your team and driven performance improvements in your previous roles.
Be Clear and Concise:When writing your application, keep it straightforward. Use clear language and avoid jargon. We appreciate a well-structured application that gets straight to the point!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way to ensure it reaches us directly and gives you the best chance of standing out.
How to prepare for a job interview at JLA Limited
✨Know Your Stuff
Before the interview, make sure you understand JLA's mission and values. Familiarise yourself with their services, especially in customer care. This will help you demonstrate your knowledge and show that you're genuinely interested in the role.
✨Showcase Your Leadership Skills
As a Customer Care Team Leader, you'll need to lead by example. Prepare examples of how you've successfully managed teams in the past, focusing on how you’ve improved customer outcomes and team performance. Be ready to discuss your coaching techniques and how you handle complex issues.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills and ability to handle difficult situations. Think of specific scenarios where you resolved customer complaints or improved service delivery. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready. Ask about the team's current challenges or how success is measured in the role. This shows your interest in the position and helps you gauge if it's the right fit for you.
