CEC Manager

HSBC Group; Warrington; Vor Ort; GBP 60.000 - 76.000; Vollzeit

Zusammenfassung

JLL in Warrington (HSBC account) seeks a Customer Experience Centre Manager to lead the operational delivery of the CEC across ~350 sites, ensuring timely client escalations and strong cross-functional collaboration with engineering and operations teams.

The role requires excellent stakeholder management, team leadership, and a proactive approach to maintain high service standards and clear internal communications.

Qualifikationen

• Highly organised with excellent communication and ability to deal with all levels of stakeholders.
• Lead, support, motivate and direct a small team.
• Enthusiastic and proactive in achieving the highest standard of operation.
• Good IT and report writing skills.
• Proficient in Microsoft Office (Outlook, Word, Excel, PowerPoint, Visio).
• Autonomous self-starter, self-motivated and disciplined.
• Adaptable and flexible, willing to change.
• Excellent interpersonal skills with diverse stakeholders.
• Able to make quick decisions.
• Manage multiple deliverables daily.
• Prioritise work under tight deadlines.
• Remain calm and resolve conflicts effectively.

Aufgaben

• Manage work order prioritisation, escalations and feedback loop for mobile engineering and client queries.
• Oversee Priority P1 & P2 work orders and escalations to meet SLAs.
• Delegate tasks to achieve SLA & KPI targets.
• Manage the CEC flow element of the quoting process.
• Drive communications and process changes within the team.
• Support communications between WE&O Managers and HSBC Branches.
• Maintain good team communication and cohesion.
• Keep processes and guidance documents up to date.

Kenntnisse

Highly organised

Communication

Team leadership

Proactivity

IT skills

Report writing

Microsoft Office

Self-motivation

Adaptability

Interpersonal skills

Decision making

Multi-tasking

Prioritisation

Emotional intelligence

Tools

Microsoft Visio

Jobbeschreibung

CEC Manager

Location: Warrington, Cheshire, GB
Address: WA1 2
Start Date: 2026-10-02

Application Deadline: 2026-12-31T07:01:31.27

Description

Warrington

Job Title: Customer Experience Centre Manager

Employment Type: Full time

Published Date: dzisiaj

About JLL

RE:Q538927
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.

Job Responsibilities

What this job involves:

Reporting directly 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 feedback loop for mobile engineering and client facing queries.
• Ensure that all Priority (P1 & P2) Work Order vendor and MES (Mobile Engineering Services) Work Orders 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 achievement of 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 are kept current and up to date.

Qualifications and Experience

• Highly organised with excellent communication skills and the ability to deal with all levels of stakeholders.
• Ability to lead, support, motivate and direct a small team.
• Enthusiastic and proactive in achieving the highest standard of operation.
• 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

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!