CEC Operations Manager: Service Delivery & Escalations

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

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.