Customer Resolutions Team Leader

Location: Westerham

Job title Customer Resolutions Team Leader Function Customer Service Management Location Ripponden Office/Hybrid Reports to Customer Care and Resolutions Manager Responsible for staff Currently 5

FTE 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.

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! 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 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…