Customer Experience Centre Manager - On-site Cheshire

Jones Lang LaSalle Incorporated; Warrington; Hybrid; GBP 50,000 - 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

Tools

Microsoft Office

Job description

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