Customer Resolutions Team Leader

JLA Limited; Ripponden; Hybrid; GBP 32,000 - 34,000; Full time

Job summary

JLA Limited in Ripponden is seeking a Customer Resolutions Team Lead to drive effective complaint resolution and improve customer outcomes. You will lead and develop a high-performing team delivering fair, timely resolutions while influencing wider business improvements.

The role is hybrid with 3 days in the office, focusing on governance, QA, and performance management to protect growth opportunities and customer trust.

Qualifications

• Strong knowledge of customer service.
• Strong knowledge of complaints handling.
• 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.
• Knowledge of service delivery and operations in a field-based environment.
• Familiarity with case management or CRM systems (Dynamics, Salesforce, Zendesk).
• Understanding of financial /commercial levels (credits/retention impact).
• Experience handling regulated complaints (FCA).

Responsibilities

• Provide day to day leadership and support to the Customer Resolutions 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.
• 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.
• Take ownership of the team’s 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.
• Ensure all customer contacts are responded to within agreed timescales and in line with service and quality standards.
• Support the team with customer complaints 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.
• Contribute ideas to improve team processes, quality, and customer experience.
• Work with colleagues across teams to resolve issues and reduce repeat customer contacts.
• Encourage team members to share feedback and improvement ideas.
• 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.

Skills

Customer service

Complaints handling

Communication

Team leadership

KPIs

Reporting

CRM familiarity

Cross-functional collaboration

Tools

Dynamics

Salesforce

Zendesk

Job description

Location Hybrid / 3 days in the office (Ripponden) Salary £32-34k Vacancy Type Permanent/Full Time Job Profile Job Profile document

Job Description

Job title

Function

Location

Reports to

Responsible for staff

Currently 5FTE

About our business

JLA is a mission critical infrastructure solutions business offering services 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 with daily with customers.

Role overview

To lead and develop the Customer Resolutions team, ensuring the effective resolution of customer complaints 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 Resolutions 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 team’s 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 complaints 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

Desirable

Knowledge and Skills (what you know and what you can do)

• Strong knowledge of customer service
• Strong knowledge of complaints handling
• 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
• 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 handling regulated complaints (FCA)

Experience (what you have done)

• Experience managing a team in a customer service/complaints 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 (the way you think and act)

• 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