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 the Customer Helpdesk Team , ensuring the effective resolution of customer cases 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 Help desk 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 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.
Knowledge and Skills
- 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
- 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 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
- 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
Pay: Up to £32,000.00 per year
Benefits:
- Free parking
- On-site parking
Work Location: In person
