Senior Customer Resolutions Lead — Hybrid Role

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

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.