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Customer Experience Centre ManagerWhat this job involves:
Reporting directy to the UK Engineering Operations Manager, the role is to lead the operational delivery of the customer experience centre in Birchwood, Warrington for the HSBC JLL Account across circa 350 sites. Drive the CEC function to effectively deliver the scheduling, support effective team communication across the wider engineering team and operations team, with a key focus to ensure that any client escalations are met and resolved in a timely manner, in accordance with best practice and JLL standards.
What your day-to-day will look like:
- Management of work order prioritisation, escalations and management of the the fedback loop for mobile engineering and client facing queries.
- Ensure that all Priority (P1 & P2) WO vendor and MES (Mobile Engineering Services) WOs are managed within contract and to escalate any concerns to the SLT. Oversee and lead on any challenges in meeting key SLAs.
- Effective delegation of key tasks to support achivementof the agreed SLA & KPI.
- Manage the CEC flow element of the quoting process.
- Management of key communications/process changes within the team
- Support communications and escalation from and to WE&O Managers and HSBC Branches as required.
- To drive the maintenance of good communication and cohesion within the team.
- Ensure processes and guidance documentation is kept current and up to date.
Qualifications and Experience
· 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.
· Demonstrable ability to manage multiple deliverables daily.
· Demonstrated ability to prioritise work within tight deadlines.
· Ability to remain calm and control own emotions to find appropriate resolution when handling conflict.
Location:
On-site –Cheshire, GBRIf this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table!
At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.
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Skills Required
- Highly organized with excellent communication skills and the ability to work with stakeholders at all levels
- Ability to lead, support, motivate, and direct a small team
- Enthusiastic and proactive approach to achieving high operational standards
- Good IT and report-writing skills
- Proficiency with Microsoft Office, including Outlook, Word, Excel, PowerPoint, and Visio
- Autonomous, self-motivated, and well disciplined
- Adaptable and flexible approach to changing work requirements
- Excellent interpersonal skills for managing team members, service providers, client representatives, and stakeholders
- Ability to make effective decisions quickly
- Ability to manage multiple daily deliverables
- Ability to prioritize work within tight deadlines
- Ability to remain calm and resolve conflicts appropriately
JLL Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about JLL and has not been reviewed or approved by JLL.
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Healthcare Strength — Healthcare coverage is positioned as comprehensive, spanning medical, dental, vision, life, disability, FSA options, and mental health support. The package is frequently characterized as “great” or “good,” reinforcing its perceived robustness.
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Retirement Support — Retirement benefits include a 401(k) with a strong employer match and access to related savings options such as a Roth 401(k). The presence of an employee stock purchase program and charitable matching further supports long-term financial value.
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Leave & Time Off Breadth — Time-off benefits include paid holidays and PTO that is often described as generous and flexible, alongside bereavement and military leave. Remote/hybrid flexibility is also part of the total rewards picture, increasing perceived overall value.
JLL Insights
What We Do
We’re a leading professional services firm that specializes in real estate and investment management. JLL shapes the future of real estate for a better world by using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people and our communities. We want the most ambitious clients to work with us, and the most ambitious people to work for us. Join us.
