Customer Service Manager

Customer Service Manager page is loaded## Customer Service Managerremote type: On-sitelocations: Cheshire, GBRtime type: Full timeposted on: Vandaag geplaatstjob requisition id: REQ499603**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!**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, GBRIf 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!At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.***JLL Privacy Notice***Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. 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Please direct any other general recruiting inquiries to our page > I want to work for JLL.At JLL, we give you the opportunity, knowledge and tools to own your success, because we value what makes each of us unique. We help our people thrive, grow meaningful careers and find a place where they belong. Together, we strive to be exceptional and shape a better world.For over 200 years, JLL (NYSE: JLL), a leading global commercial real estate and investment management company, has helped clients buy, build, occupy, manage and invest in a variety of commercial, industrial, hotel, residential and retail properties. A Fortune 500(R) company with operations in over 80 countries around the world, our employees bring the power of a global platform combined with local expertise. Driven by our purpose to shape the future of real estate for a better world, we help our clients, people and communities SEE A BRIGHTER WAYSM. 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