CEC Manager

Jones Lang LaSalle Limited; Greater London; On-site; GBP 45,000 - 65,000; Full time

Job summary

Jones Lang LaSalle Limited (JLL) is recruiting for a Customer Experience Centre Manager to lead the centre operations for the HSBC account in the UK. You will drive service delivery, manage escalations and ensure SLAs are met while coordinating across engineering and operations teams.

Reporting to the UK Engineering Operations Manager, you will oversee work orders, team communications, and continuous process improvements to deliver exceptional client experience.

Qualifications

• Highly organised with excellent communication and stakeholder skills.
• Ability to lead and motivate a small team.
• Proactive in achieving high operation standards.
• Good IT and report writing skills.
• Proficient in Microsoft Office applications.

Responsibilities

• Lead the operational delivery of the customer experience centre for HSBC JLL account.
• Manage work order prioritisation, escalations and feedback loops.
• Ensure P1/P2 work orders are within contract and meet SLAs.
• Delegate tasks to achieve SLA and KPI targets.
• Oversee quoting flow and key team communications.
• Coordinate communications with WE&O Managers and HSBC branches.

Skills

Stakeholder management

Team leadership

Operational excellence

IT & reporting

Microsoft Office

Self-motivation

Adaptability

Tools

Outlook

Word

Excel

PowerPoint

Visio

Job description

Customer Experience Centre Manager

JLL empowers you to shape a brighter way .

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.

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 escape 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:

On-site -Cheshire, GBR

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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For additional details please see our career site pages for each country.

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 . This email is only to request an accommodation.

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