CX Operations Lead - Customer Experience Centre

Jones Lang LaSalle Limited; Greater London; On-site; GBP 45,000 - 65,000; Full time

Job summary

Jones Lang LaSalle Limited (JLL) is recruiting for a Customer Experience Centre Manager to lead the centre operations for the HSBC account in the UK. You will drive service delivery, manage escalations and ensure SLAs are met while coordinating across engineering and operations teams.

Reporting to the UK Engineering Operations Manager, you will oversee work orders, team communications, and continuous process improvements to deliver exceptional client experience.

Qualifications

• Highly organised with excellent communication and stakeholder skills.
• Ability to lead and motivate a small team.
• Proactive in achieving high operation standards.
• Good IT and report writing skills.
• Proficient in Microsoft Office applications.

Responsibilities

• Lead the operational delivery of the customer experience centre for HSBC JLL account.
• Manage work order prioritisation, escalations and feedback loops.
• Ensure P1/P2 work orders are within contract and meet SLAs.
• Delegate tasks to achieve SLA and KPI targets.
• Oversee quoting flow and key team communications.
• Coordinate communications with WE&O Managers and HSBC branches.

Skills

Stakeholder management

Team leadership

Operational excellence

IT & reporting

Microsoft Office

Self-motivation

Adaptability

Tools

Outlook

Word

Excel

PowerPoint

Visio

Job description

Jones Lang LaSalle Limited (JLL) is recruiting for a Customer Experience Centre Manager to lead the centre operations for the HSBC account in the UK. You will drive service delivery, manage escalations and ensure SLAs are met while coordinating across engineering and operations teams.

Reporting to the UK Engineering Operations Manager, you will oversee work orders, team communications, and continuous process improvements to deliver exceptional client experience.