Customer Experience Centre - Helpdesk / Scheduling Advisor

JLL; Warrington; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading real estate services company in Warrington is seeking a passionate Helpdesk / Scheduling Advisor to enhance client relations and service delivery. Your key responsibilities will include coordinating schedules with vendors, addressing client inquiries, and maintaining service records. You should have proven customer service experience and strong organizational skills. This position offers a supportive team environment and competitive salary. Join us and make a meaningful impact on client satisfaction and company success.

Benefits

Competitive salary

Professional growth opportunities

Supportive team environment

Qualifications

• Proven experience in a customer service role, preferably in facilities management.
• Strong communication skills to interact positively with clients.
• Excellent organizational abilities to manage multiple tasks.
• Proactive problem-solver focused on client satisfaction.
• Flexibility to adapt to dynamic needs of the workforce.

Responsibilities

• Act as first point of contact for client inquiries.
• Coordinate scheduling with mobile workforce and vendors.
• Manage resolutions for issues with client satisfaction focus.
• Maintain accurate records of client interactions.
• Facilitate management of work order prioritization.

Skills

Customer service experience

Strong communication skills

Organizational skills

Proactive problem-solving

Experience with scheduling software

Team player

Tools

Active Directory

VMware

ConnectWise

HP Service Manager

Microsoft Windows Server

Job description

Customer Experience Centre - Helpdesk / Scheduling Advisor

JLL empowers you to shape a brighter way.

Our people at JLL and JLL Technologies 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

We are currently seeking a dynamic and passionate Helpdesk / Scheduling Advisor to join our team. This role is pivotal in ensuring we continue to provide unparalleled service to our clients and ensuring their facilities are managed efficiently and effectively.

What your day‑to‑day will look like

• Act as the first point of contact for client and engineering team inquiries, providing timely and accurate responses to build and maintain strong client relationships.
• Coordinate with the mobile workforce and vendors, ensuring seamless scheduling and execution of facility management tasks.
• Proactively identify client needs and preferences, ensuring these are reflected in the planning and execution of services.
• Manage and resolve any issues or complaints with a solutions‑focused approach, aiming for client satisfaction.
• Collaborate with various internal departments to ensure services are delivered efficiently and in alignment with client expectations.
• Utilise customer feedback to continually improve service offerings and processes.
• Maintain accurate records of client interactions, services provided and feedback received.
• Facilitate the management of work order prioritisation, escalations and the management of the feedback loop for MES and client‑facing queries.

Qualifications and Experience

• Proven experience in a customer service role; experience within the facilities management sector is advantageous.
• Strong communication skills, both verbal and written, with the ability to interact positively with clients and team members.
• Excellent organisational skills with the ability to manage multiple tasks and priorities effectively.
• A proactive problem‑solver with a strong focus on achieving client satisfaction.
• Experience with scheduling software and tools is highly advantageous.
• Flexibility in approach to adapt to the dynamic needs of a mobile workforce and vendor management.
• A team player who can collaborate effectively across different departments and levels of management.

Why Join Us

• Be part of a reputable and growing company that values excellence in service.
• Opportunity to work in a role that has a direct impact on client satisfaction and the company’s success.
• Join a supportive team environment that fosters professional growth and development.
• Competitive salary and benefits package.

Key Skills

Computer Hardware, Mac OS, Active Directory, VMware, ConnectWise, HP Service Manager, Microsoft Windows Server, Mobile Devices, Windows, Help Desk, Operating Systems, Remedy

Location

On-site, Warrington, GBR

Employment Type: Full‑Time

Vacancy: 1