At a Glance
- Tasks: Ensure quality service delivery and handle customer complaints effectively.
- Company: Join JLL, a leader in real estate and technology innovation.
- Benefits: Diverse work environment, career growth, and opportunities to innovate.
- Other info: Embrace a dynamic role with excellent training and support.
- Why this job: Make a real impact on customer satisfaction and drive continuous improvement.
- Qualifications: Experience in customer service and strong communication skills required.
JLL empowers you to shape a brighter way. Our people at JLL are shaping the future of real estate for a better world by combining world-class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong.
The Role: We are seeking a detail-oriented and customer-focused individual to join our team as a Quality Assurance and Complaints Handling Specialist. In this role, you will be responsible for ensuring the quality and efficiency of the Operations Centre while effectively handling customer complaints and feedback.
Day to day:
- Evaluate and monitor interactions, including phone calls, emails, and tasks, to ensure quality service delivery and adherence to established protocols.
- Carry out enhanced Operational checks on performance, adherence and productivity that will allow us to proactively identify areas for improvement and innovation.
- Develop and implement quality assurance protocols and performance metrics to assess the Centre performance and identify areas for improvement.
- Conduct regular audits of Centre processes and customer interactions to identify gaps and develop strategies for enhancement.
- Handle escalated customer complaints and provide timely and effective resolution, ensuring customer satisfaction and retention.
- Collaborate with Team leaders to provide coaching and training on best practices for customer service and efficient issue resolution.
- Analyse customer feedback and complaint trends to identify root causes and implement preventive measures to address recurring issues.
- Prepare and present reports on complaint resolution, and customer feedback to management and key stakeholders.
- Act as a liaison between Centre operations and other departments to ensure alignment and consistency in addressing customer concerns.
Skills, Experience and Qualifications:
- Proven experience in a customer service, call centre, or helpdesk environment, with a focus on quality assurance and complaint handling.
- Strong understanding of centre operations, customer service best practices, and performance metrics.
- Excellent communication and interpersonal skills, with a focus on empathy, active listening, and conflict resolution.
- Proficiency in using CAFM software and tools to track and monitor customer interactions and performance metrics.
- Analytical mindset with the ability to identify trends, patterns, and root causes of customer complaints and feedback.
- Ability to work independently and collaboratively in a fast-paced, dynamic environment.
- Certification in quality management or customer service is a plus.
We are committed to creating a diverse and inclusive work environment and encourage individuals from all backgrounds to apply. If you are passionate about providing exceptional customer service, driving continuous improvement, and ensuring customer satisfaction, we invite you to join our team as a Quality Assurance and Complaints Handling Specialist.
Location: On-site - Cheshire, GBR
Quality Assurance in Chester employer: Integral UK Ltd
JLL Work Place Management is an exceptional employer, offering a dynamic work environment in the heart of London where skilled Water Technicians can thrive. With a strong focus on employee growth, comprehensive benefits including health insurance and a pension scheme, and the opportunity to work on prestigious properties, JLL fosters a culture of excellence and professional development that empowers its team members to deliver outstanding service while ensuring compliance with health and safety regulations.
