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
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
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!