CEC Manager

Jones Lang LaSalle Incorporated; Warrington; Hybrid; GBP 55,000 - 75,000; Full time

Job summary

Jones Lang LaSalle Incorporated is seeking a Customer Experience Centre Manager to lead the CEC in Birchwood, Warrington, on-site for the HSBC JLL Account across ~350 sites. You will drive scheduling, escalation management and cross-team communication to meet client expectations and contract standards.

Reporting to the UK Engineering Operations Manager, you will oversee prioritisation of work orders, maintain SLA/KPI targets, and steer the quoting process while coordinating with WE&O Managers

Qualifications

• Excellent communication across all levels of stakeholders.
• Ability to lead, motivate and direct a small team.
• Strong IT and report writing skills.
• Proficient in Microsoft Office (Outlook, Word, Excel, PowerPoint).

Responsibilities

• Manage work order prioritisation and escalations (P1 & P2) and feedback loop for mobile engineering and client queries.
• Ensure WO and MES WOs are managed within contract and escalate concerns to SLT.
• Delegate tasks to meet SLA and KPI targets.
• Manage and improve the quoting process flow within CEC.
• Coordinate communications and changes within the team and with WE&O Managers and HSBC branches.
• Maintain effective team communication and documentation.

Skills

Communication skills

Leadership

IT skills

MS Office

Organization

Problem solving

Tools

Microsoft Office

Job description

## CEC ManagerAplikuj: On-site: Cheshire, GBR: Full time: Opublikowano dzisiaj: REQ538927**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.# **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:**On-site –Cheshire, GBRIf 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!