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- Tasks: Lead a small team to deliver top-notch customer service for a government client.
- Company: Join JLL Workplace Management, a leader in innovative workplace solutions.
- Benefits: Competitive salary, career growth, and the chance to work on landmark projects.
- Other info: Dynamic environment with opportunities for professional development.
- Why this job: Make a real impact while building connections with industry leaders.
- Qualifications: Customer-focused with strong IT skills and an understanding of contract conditions.
The predicted salary is between 35000 - 45000 £ per year.
About us
If you're looking to step up your career, JLL Workplace Management is the perfect professional home. At JLL, you'll have a chance to innovate with the world's leading businesses, put that expertise into action on landmark projects, and work on game-changing workplace and facilities management initiatives. You'll also make long-lasting professional connections through sharing different perspectives, and you'll be inspired by the best. We're focused on opportunity and want to help you make the most of yours. Achieve your ambitions – join us at JLL Workplace Management!
Job purpose
Provide and manage the provision of services to a single government client with multiple education premises. To provide first line lead support within the small team and the contract dedicated Customer Service environment, providing excellent customer service and ensuring issues are efficiently and effectively understood and resolved with Technical and Commercial support. Establish best practice through the entire support process. Must have the ability to read and understand Project legal documents and apply them. The contract has a complex Payment Mechanism. Correct logging of tasks and the correct response is paramount. To review and check the daily reports with the team to ensure that information is valid and correct.
Duties & responsibilities
- Monitor the operational service level to ensure contract SLA’s are achieved
- Produce performance report in the agreed format at the required times
- Provide information to ensure timely and accurate submission and payment of financial applications and effective management of invoicing
- Ensure any potential risks or issues are highlighted to senior managers
- Provide general support and advice concerning Contract issues
- Monitoring and updating Integral FM management system
- Analysis of any service failures
- Data and record management
- Sub-contractor management, compliance and desk top audits
- Coordination of contract requirements to ensure the helpdesk and service teams have a clear understanding of the requirements
- To provide reports on the Customer Service team's productivity and customer feedback, identifying areas for improvement.
- To manage the small Customer Service team and evaluate performance, ensuring all activities are carried out within the timescales according to the contract and follow up accordingly
- Ensure that Customer Service is always manned, that enquiries are dealt with promptly and efficiently, seeking guidance and assistance where appropriate on any aspects of service delivery.
- Assisting the Customer Service team in dealing with telephone and email queries from clients placing requests for new work, maintenance and repair.
- Taking action as necessary to communicate requirements to the relevant Stakeholders and contractors as promptly as possible.
- Client liaison to co-ordinate and schedule work in-house and for sub-contracted labour.
Skills, experience and knowledge
Essential
- Able to understand contract conditions and apply them
- Customer focus
- A good awareness of Health & Safety working practices, COSHH, etc.
- Competence in a number of disciplines relating to Information Technology i.e. Microsoft Word and Excel.
- Flexible approach to work.
- Work to tight deadlines/targets.
Desirable
- Competent working knowledge of HVAC building systems and fabric elements
- Knowledge of Facilities Management software
- Working in a client focused service environment
Customer Service Manager employer: Integral UK Ltd
Contact Detail:
Integral UK Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend events, and engage on platforms like LinkedIn. You never know who might have the inside scoop on a Customer Service Manager role at JLL!
✨Tip Number 2
Prepare for interviews by researching JLL's values and recent projects. Tailor your answers to show how your experience aligns with their mission. Remember, they want someone who can innovate and lead a team effectively!
✨Tip Number 3
Showcase your customer service skills during interviews. Share specific examples of how you've resolved issues or improved processes in previous roles. This will demonstrate your ability to manage a team and deliver excellent service.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the JLL team and ready to take on the challenge of managing customer service.
We think you need these skills to ace Customer Service Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Customer Service Manager role. Highlight your experience in managing teams and providing excellent customer service, as well as any relevant skills in contract management and IT.
Craft a Compelling Cover Letter: Your cover letter should tell us why you're the perfect fit for this role. Share specific examples of how you've successfully handled customer service challenges and improved processes in previous positions.
Showcase Your Skills: Don’t forget to mention your understanding of contract conditions and any experience with facilities management software. We want to see how your skills align with our needs, so be clear and concise!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and keep track of it, so don’t miss out!
How to prepare for a job interview at Integral UK Ltd
✨Know the Company Inside Out
Before your interview, take some time to research JLL Workplace Management. Understand their values, recent projects, and what makes them stand out in the industry. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Demonstrate Customer Service Excellence
As a Customer Service Manager, you'll need to showcase your ability to provide top-notch service. Prepare examples from your past experiences where you successfully resolved customer issues or improved service delivery. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Familiarise Yourself with Contractual Knowledge
Since the role involves understanding project legal documents and contract conditions, brush up on your knowledge of these areas. Be ready to discuss how you've navigated similar situations in previous roles and how you can apply that knowledge at JLL.
✨Prepare for Team Management Questions
You'll be managing a small team, so expect questions about leadership and team dynamics. Think about your management style and prepare to discuss how you motivate your team, handle conflicts, and ensure everyone meets their targets. Highlight any relevant experience you have in leading teams in a customer-focused environment.