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JLL

Customer Service Manager

We are looking for a Customer Service Manager for our Integrated Facilities Management business line.

About JLL

We’re JLL. We’re a professional services and investment management firm specializing in real estate. We help organizations around the world achieve their ambitions by owning, occupying and investing in real estate.

If you’re looking to step up your career, JLL 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 real estate 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!

Location: Brooklands, Surrey

Role Purpose

  • Responsible for leading the delivery of the defined scope of work to Procter and Gamble at the Brooklands in Weybridge and supporting remote sites in Dublin and Woking as required. There are 7 major activities for which this role is accountable:
  • People Management – develop and sustain a high quality well motivated team
  • Client Management – ensure that on site Clients expectations are met
  • Finance Management – ensure that the site’s financial operations are meeting targets and control requirements
  • Health and Safety Management – ensuring the provision of a safe working environment and submission of accurate monthly TIR data
  • Site Operations Management – implementing Industry Best Practice operations
  • Management backup for Brooklands
  • Contract Management- Ensure that all contracts are professionally delivered
  • Helpdesk support for Brooklands and remote Sites in Woking and Ireland.  Ad Hoc Site visits are required
  • The CSM functions as the professional who assists the Facilities Manager, supporting the management of service delivery in his/her assigned buildings.  The CSM is responsible for assisting in all aspects of client and tenant satisfaction.
  • Additionally, the CSM is responsible for representing Jones Lang LaSalle in the local and regional business and real estate community in order to promote Jones Lang LaSalle’s reputation and capabilities to prospective tenants, clients and The Client.
  • Providing outstanding customer service, proactively providing end to end service delivery and delighting the client.

What this job involves

  • Responsible for initiating and closing purchase orders.  Maintains purchase order file for invoice back-up in anticipation of receipt of invoices for accounts payable processing.
  • Tracks compliance with insurance requirements among contractors, vendor and suppliers.
  • Assists Facilities Manager and other team members in preparing Standard Operating Procedures manuals.
  • Coordinates response to more complicated user service requests and assures follow-up.
  • Assures compliance with Jones Lang LaSalle policies, procedures and standard practices.

Every day is different, and in all these activities, we’d encourage you to show your ingenuity.

Sound like you? To apply you need to be / have:

  • Maintain, monitor and track all financial records within department in a timely manner.
  • To be responsible for raising PO’s in JLL’s system JDE and Clients ordering system.
  • Oversee that the Facilities Coordinator role GRs all orders for main contracts by the 5th of the month and ad hoc orders produced by Facilities Assistant as and when goods are received.
  • Support and main PoC for the P&G Dublin site for day to day services/issues, regular site visits to remote sites will be required.
  • Attend soft service contract meetings when required.
  • To maintain administration tasks within Facilities dept.
  • Maintain all department documentation to Best Practice standards, to ISO9001 standards.
  • To play a key role when necessary within the Emergency Response Team.
  • Management of on-site meeting services, conducting monthly meetings and ensuring that the audits are completed by AV support and BSS.
  • Responsible for co-ordinating site events
  • To produce on a monthly basis cleaning audits in line with the JLL Best Practice documentation.  To report the results monthly to the Site Facilities Manager and follow up any actions with the Cleaning Supervisor/Manager accordingly.
  • To undertake Hazard Tours on a monthly basis and ensure any actions arising from audit are carried out and followed up.
  • To undertake daily housekeeping tours inline with the H&S regulations.
  • To undertake the H&S Restaurant audits on a monthly basis and follow up on any actions that arise from it.
  • DSE assessor for  the immediate facilities team (JLL)
  • To complete all cross charging no later than the 14th of the month to ensure budget is on track.
  • To carry out all ad hoc duties as and when required.
  • Attend and minute daily team meetings
  • Responsible for leading the delivery of the defined scope of work to Procter and Gamble at the Brooklands in Weybridge and supporting remote sites in Dublin and Woking as required. There are 6 major activities for which this role is accountable:
  • People Management – develop and sustain a high quality well motivated team

Skills

  • Facilities Management related experience required
  • Recognised Health and Safety qualification desirable, but not essential.
  • Excellent Customer Service & Communication skills essential
  • Must be proficient in Microsoft Outlook, Excel, PowerPoint & Word
  • Team player & able to work on own initiative

Experience

  • At least 3 years experience working in a similar position.

Qualifications

  • IOSHH Required

What you can expect from us

You’ll join an entrepreneurial, inclusive culture. One where we succeed together – across the desk and around the globe. Where like-minded people work naturally together to achieve great things.

Our Total Rewards program reflects our commitment to helping you achieve your ambitions in career, recognition, wellbeing, benefits and pay.

Join us to develop your strengths and enjoy a fulfilling career full of varied experiences. Keep those ambitions in sights and imagine where JLL can take you...

Apply today at jll.com/careers.

Apply Now

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