Customer Experience Centre Lead (Operations & Escalations)

Jones Lang LaSalle Incorporated; Stockport; On-site; GBP 42,000 - 65,000; Full time

Job summary

Jones Lang LaSalle Incorporated (JLL) is seeking a capable Operations Lead for the HSBC JLL Account to head the customer experience centre in Birchwood, Warrington. You will drive scheduling, support wide engineering and operations team communications, and ensure timely resolution of client escalations.

You will manage work orders prioritisation, escalations, and feedback loops for mobile engineering and client-facing queries, ensuring P1/P2 orders stay within contract and SLAs are met.

Qualifications

• 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.
• Demonstrated ability to prioritise work within tight deadlines.

Responsibilities

• Management of work order prioritisation and escalations.
• Manage feedback loop for mobile engineering and client-facing queries.
• Oversee P1 & P2 WOs within contract and scope escalate to SLT.
• Lead on meeting SLAs and KPI targets.
• Manage CEC flow element of the quoting process.
• Coordinate communications within WE&O and HSBC branches as required.

Skills

Organised

Communication

Team leadership

IT skills

MS Office

Self-motivation

Adaptable

Interpersonal skills

Decision making

Prioritisation

Tools

Microsoft Office

Visio

Job description

Jones Lang LaSalle Incorporated (JLL) is seeking a capable Operations Lead for the HSBC JLL Account to head the customer experience centre in Birchwood, Warrington. You will drive scheduling, support wide engineering and operations team communications, and ensure timely resolution of client escalations.

You will manage work orders prioritisation, escalations, and feedback loops for mobile engineering and client-facing queries, ensuring P1/P2 orders stay within contract and SLAs are met.