Account Coordinator

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. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

Job Summary

The Account Co-Ordinator role supports the whole EMEA Account Team in managing all data and reporting requirements, as well as proactively supporting the team administratively across the Leadership, Events and Project Management functions. This role manages the implementation, optimization, and training of the Corrigo work order management system across all regional sites, analyzing ticketing data to identify trends and generate KPI reports while serving as the primary point of contact for escalated issues. Oversees the regional helpdesk operation, developing policies and procedures, implementing tiered support structures, and monitoring performance metrics to ensure efficient and effective user support throughout the organization.

Job Responsibilities

• EMEA Team Support:
  • Provide administrative support to the Project Management function to include reporting and billing.
  • Support the Events team across all reporting and billing activities.
  • Proactively support/cover the London Reception function as required during absence.
  • Provide ad-hoc support to both the Client and JLL Management Team.
• Helpdesk Management:
  • Oversee the regional helpdesk, ensuring efficient and effective support for all users.
  • Develop and implement helpdesk policies, procedures, and best practices.
  • Manage the helpdesk and performance evaluations, establish, and monitor key performance indicators (KPIs) for the helpdesk, such as average response times and customer satisfaction scores.
  • Implement and maintain a tiered support structure to effectively escalate and resolve complex issues.
• Corrigo and Ticketing System Management:
  • Oversee the implementation and optimization of Corrigo, our work order management system.
  • Ensure all team members are properly trained and proficient in using Corrigo for work order management and reporting.
  • Regularly analyze ticketing data to identify trends, recurring issues, and areas for improvement in engineering processes.
  • Generate and present comprehensive reports on key performance indicators (KPIs) derived from Corrigo data, including response times, resolution rates, and customer satisfaction metrics.
  • Support collaboration with IT and other departments to ensure seamless integration of Corrigo with other business systems.
  • Continuously evaluate and recommend improvements to the ticketing workflow to enhance efficiency and user experience.
• Reporting Support:
  • Ensure accurate and timely data input from regional operations into business reports.
  • Validate and verify regional data ensuring consistency and accuracy across all metrics.
  • Derive actionable insights for regional operations improvement.
  • Participate in regional reporting strategy meetings to represent regional interests and contribute to continuous improvement of reporting processes.

About You

• You have strong administrative and data analysis skills.
• You are a proactive self-starter who is an open communicator, comfortable working in a dynamic, high-paced environment.
• You have worked in a similar role and have skills to lead and influence others including virtual teams.
• You are able to build and maintain positive client relations and network at all levels.
• You are able to audit your own work.
• You are open and have good communication skills.
• You are proficient with Word and Excel and have a keen interest in technology.
• You strive for excellence in what you do and share ideas for improvement.
• You are organized, work efficiently and can meet tight deadlines with professionalism and service-focused approach.
• You are adaptable to work to requests and projects that may vary.

Qualifications

• 2+ years prior experience in Facility Management or Operations and/or knowledge of commercial real estate.
• Leads by example.
• Track record of initiative, integrity, and good judgement.
• Strong analytical/financial aptitude.
• Ability to gather data, assess situations and quickly develop solutions.
• Highly collaborative with strong interpersonal skills.
• Excellent verbal and written communication skills with the ability to communicate professionally.
• Proficient skills in Microsoft Office Suite (Excel, Word, PowerPoint, and Outlook).

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements. We’re interested in getting to know you and what you bring to the table!