At a Glance
- Tasks: Lead a dynamic team to enhance customer experiences and resolve complex queries.
- Company: Join JLA, a leader in mission-critical infrastructure solutions.
- Benefits: Enjoy a competitive salary, hybrid work options, and professional development opportunities.
- Other info: Be part of a collaborative environment with excellent career growth potential.
- Why this job: Make a real impact by improving customer outcomes and building strong relationships.
- Qualifications: Experience in customer service management and team leadership is essential.
The predicted salary is between 35000 - 45000 £ per year.
Function: Customer Service Management
Location: Ripponden Office/Hybrid
Reports to: Customer Care and Resolutions Manager
Responsible for staff: Currently 8 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.
Role overview: To lead and develop the team of Customer Relationship Managers, ensuring the effective resolution of complex queries, driving improvements in customer outcomes, protecting growth opportunities and enhancing customer experience during both the onboarding and in-life phase of their customer journey. This role is central to building a high performing, empowered team that delivers excellent customer service, builds rapport and strong working relationships with the JLA customer base, drives fair, consistent and timely resolutions and strengthens customer trust.
Key tasks
- Team Leadership and Support: Provide day to day leadership and support to the team of Customer Relationship Managers, 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 complex 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/account management environment, or similar.
- 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 Relationship Management Team Leader in Yorkshire employer: JLA Limited
JLA is an exceptional employer, offering a dynamic work environment in Ripponden that fosters collaboration and personal growth. With a strong focus on employee wellbeing, continuous development opportunities, and a commitment to delivering outstanding customer service, JLA empowers its team members to excel in their roles while building meaningful relationships with customers. The hybrid working model further enhances work-life balance, making it an attractive place for those seeking a rewarding career in customer relationship management.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relationship Management 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 Relationship Management Team Leader role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews by researching JLA and its services. Understand their mission-critical infrastructure solutions and think about how your experience can enhance customer outcomes. Show them you’re not just another candidate, but someone who truly gets their business!
✨Tip Number 3
Practice your answers to common interview questions, especially around team leadership and customer service. Use the STAR method (Situation, Task, Action, Result) to structure your responses. This will help you articulate your experiences clearly and confidently.
✨Tip Number 4
Don’t forget to follow up after your interviews! 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 Relationship Management Team Leader in Yorkshire
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer service and team leadership. We want to see how your skills align with the role of Customer Relationship Management Team Leader, so don’t hold back!
Showcase Your Achievements:When detailing your past roles, focus on specific achievements that demonstrate your ability to improve customer outcomes and lead teams effectively. Use numbers and examples to make your case stronger – we love a good success story!
Be Authentic:Let your personality shine through in your application. We’re looking for someone who can build rapport and trust with our customers and team, so don’t be afraid to show us who you are and what you stand for.
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 and helps us get to know you better. Plus, it’s super easy!
How to prepare for a job interview at JLA Limited
✨Know Your Customer Service Stuff
Make sure you brush up on your customer service knowledge before the interview. Understand the key principles of customer relationship management and be ready to discuss how you've successfully handled complex queries in the past.
✨Show Off Your Leadership Skills
Since this role is all about leading a team, be prepared to share specific examples of how you've motivated and developed your team members. Highlight any coaching or performance improvement initiatives you've implemented.
✨Be Data Savvy
Familiarise yourself with KPIs and performance tracking metrics relevant to customer service. Be ready to discuss how you've used data to drive improvements in customer outcomes and service delivery.
✨Demonstrate Your Collaborative Spirit
This role requires working cross-functionally, so think of examples where you've successfully collaborated with other teams. Show that you can build relationships and influence others to achieve common goals.
