Customer Resolutions Team Leader

About the role

JLA is seeking a Customer Resolutions Team Leader to oversee the team responsible for handling customer complaints and ensuring timely, fair resolutions. This position plays a pivotal role in improving customer outcomes, protecting growth opportunities, and strengthening overall customer trust.

Key responsibilities

• Provide day‑to‑day leadership and support to the Customer Resolutions team, maintaining high standards of service.
• Foster a positive, inclusive environment that promotes accountability, engagement, and confidence.
• Deliver regular coaching, performance feedback, and conduct performance reviews.
• Monitor KPIs and quality metrics, taking corrective action when needed.
• Own the quality‑assurance process, reviewing calls, emails, chats and providing constructive feedback.
• Produce regular KPI and performance reports, highlighting risks and emerging trends.
• Ensure all customer contacts are responded to within agreed timescales and act as escalation point for complex issues.
• Identify recurring issues and feed insights into service and process improvements.

Required profile

• Proven experience leading a customer‑service or complaints‑resolution team.
• Strong ability to coach, develop and motivate team members.
• Excellent analytical skills to track performance trends and drive improvements.
• Effective communication and decision‑making focused on customer outcomes.

Required skills