CEC Manager

Jones Lang LaSalle Incorporated; City Of London; On-site; GBP 50,000 - 70,000; Full time

Job summary

Jones Lang LaSalle Incorporated in the United Kingdom seeks a capable operations leader to drive the Customer Experience Centre (CEC) for the HSBC JLL account. You will oversee scheduling, escalation management, and cross-team communications across a large field service footprint, ensuring client issues are resolved promptly and in line with JLL standards.

The role requires strong organisational ability, leadership of a small team, and advanced IT/reporting skills.

Qualifications

• Highly organised with excellent communication skills.
• Ability to lead, support, motivate and direct a small team.
• Proficient in IT and report writing; MS Office suite proficiency.

Responsibilities

• Lead the operational delivery of the customer experience centre for the HSBC JLL account across ~350 sites.
• Manage work order prioritisation, escalations and feedback loop for mobile engineering and client-facing queries.
• Ensure Priority P1 and P2 WOs are managed within contract and escalate concerns to SLT.
• Oversee and lead on challenges in meeting key SLAs and KPIs.
• Drive quoting process flow in the CEC and maintain updated process guidance.

Skills

Stakeholder management

Team leadership

IT skills

MS Office

Prioritisation

Conflict resolution

Communication

Tools

MS Office

Job description

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 elevate 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.

• 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. 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., Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL's recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.