At a Glance
- Tasks: Ensure top-notch quality and handle customer feedback in a dynamic environment.
- Company: Join JLL, a leader in real estate services and technology.
- Benefits: Competitive salary, career growth, and a supportive team culture.
- Other info: Diverse and inclusive workplace with opportunities to innovate.
- Why this job: Make a real impact by enhancing customer experiences and driving improvements.
- Qualifications: Experience in customer service and a passion for quality assurance.
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.
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!
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
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!
Quality Assurance in Tipton employer: Jones Lang LaSalle Incorporated
At Jones Lang LaSalle Incorporated, we pride ourselves on fostering a dynamic work culture that prioritises health and safety while empowering our employees to grow professionally. As an HSSEQ Client Lead in London, you will benefit from comprehensive training opportunities, a supportive team environment, and the chance to make a meaningful impact on client operations. Join us to be part of a forward-thinking company that values your contributions and promotes a customer-centric approach.
Contact Details:
Jones Lang LaSalle Incorporated Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Quality Assurance in Tipton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Jones Lang LaSalle Incorporated. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Jones Lang LaSalle Incorporated before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Quality Assurance in Tipton
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Jones Lang LaSalle Incorporated:Your cover letter is your chance to shine! Tell us why you want to work at Jones Lang LaSalle Incorporated specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Jones Lang LaSalle Incorporated!
How to prepare for a job interview at Jones Lang LaSalle Incorporated
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
