Role overview
To lead and develop the Customer Care and Resolution team, ensuring the effective resolution of customer cases and 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 Development
- Lead, coach and inspire the Customer Care & Resolutions team to deliver excellent service
- Build a culture of accountability, empowerment and continuous improvement
- Set clear objectives, track performance and provide regular feedback to enable growth
- Foster strong team engagement, wellbeing and professional development
- Customer Resolution and Advocacy
- Own the end-to-end resolution of escalated and complex customer complaints, ensuring cases are handled with care, fairness and in line with regulatory requirements (FCA/Ombudsman)
- Act as the voice of the customer, identifying trends, root causes and opportunities to improve the customer journey
- Deliver improvement in customer outcomes as reflected in Trust Pilot, NPS and direct customer feedback
- Balance customer advocacy with commercial considerations, protecting growth opportunities and minimising preventable losses
- Cross Functional Collaboration and Root Cause Feedback
- Work cross functionally with Service Delivery, Sales, Operations and other functions to resolve issues and prevent recurrence
- Establish a structured root cause analysis and feedback loop to share insights across the business and facilitate ownership of corrective actions
- Influence and support cross functional plans that improve end-to-end customer experience
- Continuous Improvement and Policy Development
- Drive preventative strategies to reduce repeat complaints and escalations
- Use data and insight to challenge existing practices and drive meaningful change
- Contribute to design and improvement of policies, processes and training to enhance customer experience and reduce complaint volumes
- Act as an ambassador for continuous improvement, enabling the team to build capabilities that drive sustainable improvements
- Reporting, Governance and Compliance
- Provide regular reporting on complaint volumes, resolution times, root causes and customer sentiment
- Ensure compliance with all internal polices and external regulations
- Escalate risks appropriately and contribute to governance forums, ensuring visibility and impact in metrics that demonstrate delivery for customers
What You’ll Bring
- Proven experience managing customer service or complaints teams in a fast paced environment
- Strong leadership skills with the ability to motivate and develop others
- Excellent communication, influencing and problem solving abilities
- A data driven mindset with a focus on outcomes and continuous improvement
- Experience working in a regulated environment (desirable but not essential)
Measures of Success
- Improved customer satisfaction (CSAT) and Net Promoter Scores (NPS)
- Reduction in complaint volume, escalations and resolution times
- Measurable reduction in financial leakage (credits, compensation) and customer losses
- High team engagement, performance and retention
- Strong cross functional collaboration and ownership of preventative actions
- Successful delivery of service improvement initiatives with clear impact on customer and business outcomes
Knowledge and Skills
- Strong knowledge of customer service and complaints handling
- Understanding of FCA and Ombudsman requirements
- Ability to analyse data, identify root causes and translate insight into action
- 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 such as Dynamics, Salesforce, or Zendesk
- Ability to design and embed process improvements across functions
- Understanding of financial /commercial levels (credits/compensation/retention impact)
Experience
- Experience managing a team in customer service, complaints or resolutions
- 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
- Experience in regulated environments (financial services, utilities, telecoms)
- Experience in leading or contributing to governance forums or audit reviews
- Proven delivery of service improvement initiatives with measurable business impact
- Exposure to managing teams in hybrid environments
- 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
- Change agent – confident in challenging established ways of working constructively
- Innovate thinker who can bring best practice and fresh ideas
Qualifications
- Evidence of relevant professional development or training in leadership, complaints handling or customer service
- Formal management or leadership qualification (ILM, CMI, NVQ in management)
- Industry relevant compliance or regulatory training
Benefits
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!
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