Head of Customer Service - Fire and Security

**Role requires travel around the UK to JLA offices** 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 counseling 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! 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 The purpose of this role is to be responsible for customer services across the fire division. Continue the work to build one customer service team delivering consistent, efficient, and effective service to our customers. This role is critical in leading a culture which supports service excellence as the norm and where customers expect high service standards from us. You will be responsible principally for inbound and outbound customer contact and the planning and allocation of all works for the fire division. There are also responsibilities to continue to improve data accuracy and completeness, manage exception pots of activity, make sure that work is only invoiced when it is complete and fully payable without issue, and to oversee handovers between departments, and support the whole division with improvement actions, customer retention plans, and issue resolution. There is a requirement to support quantifying performance, and managing data in a way that can translate to actions being assigned and communicated Key tasks As part of the leadership team in Fire and supporting the Managing Director you will lead the strategic and business planning process for customer services across fire, ensuring you lead a joined-up customer service experience for all customers across JLA Fire.

• Call and E-mail demand forecasting and planning for service desk efficiency and SLA adherence
• Working with the regional leads to work on effective planning processes including forecasting, capacity management and the scheduling of work for engineers optimising our resources and skill sets.
• Leading colleagues managing customer portals, and providing support for large contract mobilisation and growth and retention opportunities.
• Responsibility for providing leadership on customer service objectives to achieve overall business goals.
• Support constructing meaningful MI to enable you to make informed business decisions on service level agreements, people and services.
• To manage customer operations in line with the budget set.
• Ensure all work delivered confirms to the relevant legislation and to the highest standards.
• Ensure all processes are mapped and that your team understand these, and that all data is managed in line with our policies and procedures.
• To ensure our customers have access to a clearly set out complaints process which is monitored to ensure we address issues quickly and also identify any root causes and resolve these to ensure we provide systemic improvements to continuously improve our processes and experience.
• Build long term and sustainable customer relationships whilst maintaining the highest standard of presentation, integrity and customer support.
• Develop new systems and procedures to constantly improve efficiency and effectiveness of service.
• Develop an approach to measure customer satisfaction, work with the customer success team and other customer services leaders across the business to establish best practice and build this into the fire division.
• Enable the provision of service excellence through adequate resourcing and skills, knowledge investment.

Service Delivery Agree demanding and achievable service standards for the fire function Lead the development of initiatives to improve service delivery excellence across the fire division Agreeing a service vision for fire, encouraging a culture of best practice and delivery against our SLAs People Management

• Set a culture of effective people management.
• Set clear objectives for your team members providing regular feedback on performance.
• Manage performance across the team to ensure the achievement of service delivery targets in line with Service Level Agreements.
• Manage any employee relations issues in line with the policies set out by the business.
• Coach and develop the team to ensure they perform at a high level, ensuring colleagues maintain appropriate knowledge of the business products.
• Address any training and development needs and ensure teams have a personal development plan.

Managing Risk Set a culture of effective management of operational and regulation risks which may impact on your operations. Responsibility for reporting any risk which may impact the business Managing Health & Safety Ensuring a framework of H&S is in place and adhered to Knowledge and Skills (what you know and what you can do) Ability to gather information and make decisions. Customer Services/Processes. Excellent communication skills. Intermediate Excel and reporting skills. Experience (what you have done) Good track record of leadership in customer services. Working with multi-site teams. Managing change. Experience of working with Innovative customer service processes. Experience in an engineering sector. Personal qualities (the way you think and act) Works at pace. A problem solver. Dynamic leadership role model. Collaborating with others. Embracing change. Commercially focused. Proactive – finding and fixing issues before they surface.