CX Operations Lead – Warrington Customer Experience Center

HSBC Group; Warrington; On-site; GBP 60,000 - 76,000; Full time

Job summary

JLL in Warrington (HSBC account) seeks a Customer Experience Centre Manager to lead the operational delivery of the CEC across ~350 sites, ensuring timely client escalations and strong cross-functional collaboration with engineering and operations teams.

The role requires excellent stakeholder management, team leadership, and a proactive approach to maintain high service standards and clear internal communications.

Qualifications

• Highly organised with excellent communication and ability to deal with all levels of stakeholders.
• Lead, support, motivate and direct a small team.
• Enthusiastic and proactive in achieving the highest standard of operation.
• Good IT and report writing skills.
• Proficient in Microsoft Office (Outlook, Word, Excel, PowerPoint, Visio).
• Autonomous self-starter, self-motivated and disciplined.
• Adaptable and flexible, willing to change.
• Excellent interpersonal skills with diverse stakeholders.
• Able to make quick decisions.
• Manage multiple deliverables daily.
• Prioritise work under tight deadlines.
• Remain calm and resolve conflicts effectively.

Responsibilities

• Manage work order prioritisation, escalations and feedback loop for mobile engineering and client queries.
• Oversee Priority P1 & P2 work orders and escalations to meet SLAs.
• Delegate tasks to achieve SLA & KPI targets.
• Manage the CEC flow element of the quoting process.
• Drive communications and process changes within the team.
• Support communications between WE&O Managers and HSBC Branches.
• Maintain good team communication and cohesion.
• Keep processes and guidance documents up to date.

Skills

Highly organised

Communication

Team leadership

Proactivity

IT skills

Report writing

Microsoft Office

Self-motivation

Adaptability

Interpersonal skills

Decision making

Multi-tasking

Prioritisation

Emotional intelligence

Tools

Microsoft Visio

Job description

JLL in Warrington (HSBC account) seeks a Customer Experience Centre Manager to lead the operational delivery of the CEC across ~350 sites, ensuring timely client escalations and strong cross-functional collaboration with engineering and operations teams.

The role requires excellent stakeholder management, team leadership, and a proactive approach to maintain high service standards and clear internal communications.