At a Glance
- Tasks: Lead a small team to deliver top-notch customer service for a government client.
- Company: Join JLL, a leader in real estate services and technology.
- Benefits: Full-time role with opportunities for career growth and professional development.
- Other info: Flexible work approach with a focus on teamwork and innovation.
- Why this job: Make a real impact by improving customer experiences in a dynamic environment.
- Qualifications: Customer-focused mindset and ability to understand contract conditions.
The predicted salary is between 30000 - 40000 € per year.
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.
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
Location: On-site – Cheshire, GBR
If 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!
Customer Service Manager employer: Jones Lang LaSalle Incorporated
At JLL, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. Located in Cheshire, our team enjoys the benefits of working on impactful projects within the real estate sector while having access to professional growth opportunities and a supportive environment that values diversity and inclusion. Join us to shape a brighter future and build meaningful connections in your career as a Customer Service Manager.
Contact Detail:
Jones Lang LaSalle Incorporated 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 people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. JLL is all about innovation and teamwork, so think of examples from your past that showcase your customer service skills and ability to work in a team.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online resources to get comfortable answering common questions. This will help you articulate your experience and show off your customer focus.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in joining the JLL team and shaping a brighter way forward.
We think you need these skills to ace Customer Service Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your relevant experience in customer service and contract management. We want to see how your skills align with the role, so don’t hold back on showcasing your achievements!
Showcase Your Customer Focus:Since this role is all about providing excellent customer service, share specific examples of how you've gone above and beyond for clients in the past. We love hearing about your success stories!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use bullet points where possible to make it easy for us to read through your qualifications and experiences quickly.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Jones Lang LaSalle Incorporated
✨Know the Job Inside Out
Before your interview, make sure you thoroughly understand the job description. Familiarise yourself with the key responsibilities and skills required, especially around customer service and contract management. This will help you tailor your answers to show how your experience aligns perfectly with what they’re looking for.
✨Showcase Your Customer Service Skills
As a Customer Service Manager, your ability to handle queries and resolve issues is crucial. Prepare examples from your past experiences where you successfully managed customer interactions or resolved conflicts. Highlight your approach to ensuring customer satisfaction and how you’ve led teams in similar situations.
✨Prepare for Technical Questions
Given the technical aspects of the role, be ready to discuss your understanding of contract conditions and any relevant software tools. Brush up on your knowledge of facilities management software and any specific systems mentioned in the job description. This will demonstrate your readiness to hit the ground running.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the challenges they face in customer service, or how success is measured in this role. This shows your genuine interest in the position and helps you assess if it’s the right fit for you.
