Customer Experience Centre Lead – SLA & Escalations

Jones Lang LaSalle Incorporated; England; On-site; GBP 42,000 - 54,000; Full time

Job summary

Jones Lang LaSalle Incorporated (JLL) seeks a Customer Experience Centre Manager to lead the operational delivery of the CEC for HSBC across ~350 sites. Based in Birchwood/Warrington, you will oversee scheduling, team communication, and timely escalation resolution in line with JLL standards.

You will manage prioritisation, SLA compliance, and vendor coordination while driving effective delegation, process improvement, and cross-team collaboration within WE&O and HSBC branches as required.

Qualifications

• Highly organised with excellent communication skills.
• Ability to lead, support, motivate and direct a small team.
• Enthusiastic and proactive in achieving high operation standards.
• Good IT and report writing skills.
• Proficient in Microsoft Office (Outlook, Word, Excel, PowerPoint, Visio).

Responsibilities

• Manage work order prioritisation, escalations and feedback loop for mobile engineering and client queries.
• Ensure Priority P1 & P2 WOs are managed within contract and raised to SLT if needed.
• Oversee challenges in meeting key SLAs and KPIs.
• Delegate tasks to support SLA achievement and quoting process control.
• Maintain communications and process changes within the team.
• Support escalation from WE&O Managers and HSBC Branches as required.
• Foster team cohesion and up-to-date guidance documentation.

Skills

Organised

Communication

Leadership

IT & Reporting

MS Office

Adaptable

Interpersonal skills

Decision making

Tools

MS Office

Job description

Jones Lang LaSalle Incorporated (JLL) seeks a Customer Experience Centre Manager to lead the operational delivery of the CEC for HSBC across ~350 sites. Based in Birchwood/Warrington, you will oversee scheduling, team communication, and timely escalation resolution in line with JLL standards.

You will manage prioritisation, SLA compliance, and vendor coordination while driving effective delegation, process improvement, and cross-team collaboration within WE&O and HSBC branches as required.