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Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

Customer Experience Centre Manager

What this job involves: 

Reporting directy to the UK Engineering Operations Manager, the role is to lead the operational delivery of the customer experience centre in Birchwood, Warrington for the HSBC JLL Account across circa 350 sites.  Drive the CEC function to effectively deliver the scheduling, support effective team communication across the wider engineering team and operations team, with a key focus to ensure that any client escalations are met and resolved in a timely manner, in accordance with best practice and JLL standards.

What your day-to-day will look like:

• Management of  work order prioritisation, escalations and management of the the fedback loop for mobile engineering and client facing queries.
• Ensure that all Priority (P1 & P2) WO vendor and MES (Mobile Engineering Services) WOs are managed within contract and to escalate any concerns to the SLT. Oversee and lead on any challenges in meeting key SLAs.
• Effective delegation of key tasks to support achivementof the agreed SLA & KPI.
• Manage the CEC flow element of the quoting process.
• Management of key communications/process changes within the team
• Support communications and escalation from and to WE&O Managers and HSBC Branches as required.
• To drive the  maintenance of  good communication and cohesion within the team.
• Ensure processes and guidance documentation is kept current and up to date.

Qualifications and Experience 

·         Highly organised with excellent communication skills and the ability to deal with all levels of stake holder.

·         Ability to lead, support, motivate and direct a small team.

·         Enthusiastic and proactive in achieving the highest standard of operation.

·         Have good IT and report writing skills.

• Proficient in the use of Microsoft Office packages (Outlook, Word, Excel, PowerPoint, Visio etc)
• An autonomous self-starter, self-motivated and well disciplined.
• Adaptable and flexible approach to work requirements, willing to accept change.

·         Excellent interpersonal skills to manage diverse range of team members, service providers, client representatives and stakeholders.

• Able to make effective decisions quickly.

·         Demonstrable ability to manage multiple deliverables daily.

·         Demonstrated ability to prioritise work within tight deadlines.

·         Ability to remain calm and control own emotions to find appropriate resolution when handling conflict.

Location:

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.  We’re interested in getting to know you and what you bring to the table!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.  If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process –  you may email us at HRSCLeaves@jll.com. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.