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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 5FTE 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 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 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 complaints 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. Criteria Essential (attributes required for candidate to be considered) Desirable (attributes can be trained or developed) Knowledge and Skills (what you know and what you can do) Strong knowledge of customer service Strong knowledge of complaints handling 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 handling regulated complaints (FCA) Experience (what you have done) Experience managing a team in a customer service/complaints 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 (the way you think and act) 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 TPBN1_UKTJ

Build your commercial career on meaningful health and education projects. We are looking for an experienced Quantity Surveyor to join our project delivery team, taking responsibility for the commercial and contractual management of a varied portfolio of construction projects typically valued between £200k and £10m. Reporting to the Managing Surveyor and Contracts Manager, you will play a key role in protecting commercial performance, supporting pre-construction cost development and helping deliver projects that meet client expectations, quality standards and contractual requirements. Why this role? This is an opportunity to work closely with operational, commercial and project teams on both refurbishment and new build schemes across core health and education markets. You will have the autonomy to commercially manage several projects at once, while being supported by a collaborative team that values professionalism, positive behaviours and customer focus. If you enjoy taking ownership, identifying risk and opportunity, building strong relationships with clients and supply chain partners, and helping projects succeed from pre-construction through to final account, this role offers the variety and responsibility to make a real impact. What you'll be doing Develop a detailed understanding of the client requirements and contractual obligations for each project and advise of any key risks to the bid team. Undertake high level cost planning and estimates during pre-construction phase. Manage and maintain procurement schedule(s) to ensure visibility and timely procurement across all projects. Prepare robust tender documents and subcontract enquiries to meet all requirements of the project, including our commitment to local supply chain spend. Undertake due diligence of supply chain members in line with company governance procedures, ensuring suitability of each supply chain member. Develop and implement suitable contracts, both with the client and supply chain. Ensure contract administration is undertaken throughout the lifecycle of each project to adequately protect the business and ensure compliance with contractual obligations. Prepare and submit project valuations and final accounts to the client, including pricing and agreeing variations. Monthly commercial reports to Managing Surveyor (CVRs, profit forecasting, cash flow etc). Actively manage the risk and opportunity identification process throughout to ensure visibility and adequate mitigations and forecasting can be implemented. Ensure compliance with all internal commercial processes. What we're looking for We are looking for someone who reflects our behaviours: positive, professional, customer focused, a strong team player and committed to doing the right thing. You will bring strong commercial awareness, confidence working with clients and subcontractors, and the ability to balance multiple priorities across a live project portfolio. Essential experience and attributes: Experience across our core markets of health and education, including both refurbishment and new build. Have a strong knowledge of current Health and Safety practice and the ability to work closely with the operational team to ensure holistic decision making. A good understanding of the financial implications of methods and sequences of build. Ability to work on multiple projects at any one time and prioritise time and tasks accordingly. Extensive experience of working on NEC and JCT contracts Hold a professional qualification in Quantity Surveying. Proactive attitude towards delivering construction works to a world-class standard Excellent communications skills and the ability to liaise with senior clients & subcontractors. Ability to work using own initiative but also as part of a close-knit team. Possess a positive approach to learning, development and progression. Have a flexible approach towards working patterns (some out of hours working may be required to meet client deadlines). Excellent levels of computer literacy, and be fluent in Microsoft Outlook, Word and Excel. Ready to apply? If you are a commercially minded Quantity Surveyor who wants to take ownership of varied construction projects and work as part of a supportive, high-performing team, we would like to hear from you. To apply for the role please hit the ‘Apply' button on this site or email your CV directly to You can also contact me directly on for a confidential discussion. I look forward to hearing from you. Ganymede is committed to creating a diverse workforce and is an equal opportunities employer. We welcome applications from all suitably qualified persons regardless of age, disability, gender, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation TPBN1_UKTJ

Build your commercial career on meaningful health and education projects. We are looking for an experienced Quantity Surveyor to join our project delivery team, taking responsibility for the commercial and contractual management of a varied portfolio of construction projects typically valued between £200k and £10m. Reporting to the Managing Surveyor and Contracts Manager, you will play a key role in protecting commercial performance, supporting pre-construction cost development and helping deliver projects that meet client expectations, quality standards and contractual requirements. Why this role? This is an opportunity to work closely with operational, commercial and project teams on both refurbishment and new build schemes across core health and education markets. You will have the autonomy to commercially manage several projects at once, while being supported by a collaborative team that values professionalism, positive behaviours and customer focus. If you enjoy taking ownership, identifying risk and opportunity, building strong relationships with clients and supply chain partners, and helping projects succeed from pre-construction through to final account, this role offers the variety and responsibility to make a real impact. What you’ll be doing Develop a detailed understanding of the client requirements and contractual obligations for each project and advise of any key risks to the bid team. Undertake high level cost planning and estimates during pre-construction phase. Manage and maintain procurement schedule(s) to ensure visibility and timely procurement across all projects. Prepare robust tender documents and subcontract enquiries to meet all requirements of the project, including our commitment to local supply chain spend. Undertake due diligence of supply chain members in line with company governance procedures, ensuring suitability of each supply chain member. Develop and implement suitable contracts, both with the client and supply chain. Ensure contract administration is undertaken throughout the lifecycle of each project to adequately protect the business and ensure compliance with contractual obligations. Prepare and submit project valuations and final accounts to the client, including pricing and agreeing variations. Monthly commercial reports to Managing Surveyor (CVRs, profit forecasting, cash flow etc). Actively manage the risk and opportunity identification process throughout to ensure visibility and adequate mitigations and forecasting can be implemented. Ensure compliance with all internal commercial processes. What we’re looking for We are looking for someone who reflects our behaviours: positive, professional, customer focused, a strong team player and committed to doing the right thing. You will bring strong commercial awareness, confidence working with clients and subcontractors, and the ability to balance multiple priorities across a live project portfolio. Essential experience and attributes: Experience across our core markets of health and education, including both refurbishment and new build. Have a strong knowledge of current Health and Safety practice and the ability to work closely with the operational team to ensure holistic decision making. A good understanding of the financial implications of methods and sequences of build. Ability to work on multiple projects at any one time and prioritise time and tasks accordingly. Extensive experience of working on NEC and JCT contracts Hold a professional qualification in Quantity Surveying. Proactive attitude towards delivering construction works to a world-class standard Excellent communications skills and the ability to liaise with senior clients & subcontractors. Ability to work using own initiative but also as part of a close-knit team. Possess a positive approach to learning, development and progression. Have a flexible approach towards working patterns (some out of hours working may be required to meet client deadlines). Excellent levels of computer literacy, and be fluent in Microsoft Outlook, Word and Excel. Ready to apply? If you are a commercially minded Quantity Surveyor who wants to take ownership of varied construction projects and work as part of a supportive, high-performing team, we would like to hear from you. To apply for the role please hit the ‘Apply’ button on this site or email your CV directly to You can also contact me directly on (phone number removed) for a confidential discussion. I look forward to hearing from you. Ganymede is committed to creating a diverse workforce and is an equal opportunities employer. We welcome applications from all suitably qualified persons regardless of age, disability, gender, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation

About Us Checkmate Fire Solutions is a leading UK provider of passive fire protection and compliance services, supporting clients across the built environment with safety, integrity, and technical expertise. With a strong reputation for quality, reliability, and regulatory excellence, the company partners with organisations to deliver robust fire safety solutions that protect lives and assets. The Role We’re looking for an ambitious and driven Strategic Bid Manager to support the continued growth across the group. This is a fantastic opportunity for someone with strong knowledge of passive fire protection, excellent written communication skills and a passion for producing high-quality, winning bids. What You’ll Be Doing • Lead and develop high-quality bid and tender submissions., • Evaluate new opportunities and assess strategic fit., • Working in collaboration with the Leadership Team, you will generate powerful content to ensure we increase our bid conversion rates., • Research and build a deep understanding of each bid / tender we respond to, allowing us to craft meaningful content with winning bid themes in each response., • Drive improvements across our bid processes, quality and win rates., • Develop social value commitments and support PQQs, accreditations and compliance submissions., • Work with our Marketing team on case studies, website and social media content., • Build relationships with framework procurement organisations and represent Checkmate at industry events. What We’re Looking For Someone who is organised, commercially aware and confident working with people across the business, with: • Extensive knowledge of passive fire protection., • Strong written and verbal communication skills., • Excellent attention to detail and deadline management., • The ability to manage multiple priorities and bids., • Confidence to work independently and use your own initiative., • The ability to influence, collaborate and build lasting relationships. Why Join Us • A competitive remuneration package tailored to your role, • 25 Days Holidays + Bank Holidays + Christmas Shutdown, • Birthday off (after successful 6-month probationary period), • Access to continuous learning opportunities & development through our Award-winning Training Academy, • Recognition programs to celebrate contributions and milestones If this sounds like a good fit, please apply today—we will be reviewing applications as they come in and may close the role early once we find the right person. Recruitment Agencies Checkmate Fire Solutions does not accept unsolicited CVs or candidate details from any source other than directly from the candidate. We do not accept unsolicited communications or submissions from external recruitment agencies. Any recruitment agency wishing to submit candidates must have a current, duly executed agreement in place with Checkmate Fire Solutions and must be expressly instructed in writing to supply candidates for a specific vacancy. In the absence of such agreement and written instruction, Checkmate Fire Solutions reserves the right to consider any CV or candidate submission as unsolicited and shall have no obligation to pay any fees, commissions, or other charges in respect of such submission

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