Customer Service Excellence Manager

4 weeks ago

Derby, Derby, United Kingdom JLL Full time

Job Summary:

We are seeking a highly skilled and experienced Front of House Manager to join our team at JLL. As a Front of House Manager, you will be responsible for driving 5-star customer service excellence across multiple corporate sites, ensuring that all site activities are carried out effectively, and building and maintaining relationships with local site clients.

Main Responsibilities:

  • Drive 5-star customer service excellence from a number of direct reports through training and day-to-day line management across 5 diverse, corporate sites.
  • Provide support and day-to-day management of the team, including annual leave requests, absence reporting, weekly key updates, and 1-2-1s.
  • Process team payroll and ensure accurate monthly invoicing.
  • Support the Service Level Agreement by ensuring that all site activities are carried out effectively.
  • Build and maintain relationships with local site clients and act as escalation point for any Front of House issues.
  • Ensure customer requests are dealt with efficiently and effectively.
  • Assist in the operational management of corporate sites and liaise with multiple service lines (cleaning, maintenance, catering) to ensure delivery of quality of service.
  • Assist JLL Facilities and other service line managers with contractor activities and projects.
  • Responsible for building communications for corporate site of 600 employees, including involvement in Wellbeing activities.
  • Carry out Site Inductions for new starters of Rolls-Royce and contractors.
  • Leading quarterly HSE meetings and other initiatives with client for site.
  • Managing and assisting in large-scale projects within sites, including contractor works, limiting impact to client and office areas.
  • Working to contractual KPIs and SLAs.
  • Ensure all receptions and meeting spaces are set to a defined standard with monthly auditing.
  • Develop and work to a standard set of operating procedures and processes.
  • Produce monthly statistics of utilisations.
  • Lead and support Emergency Evacuation procedures.
  • Raise work and escalate requests through the Maximo system.

Requirements:

  • An understanding of Audio Visual and IT systems and the ability to explain this accurately to customers.
  • Computer literate (Word, Excel, Outlook E-mail).
  • A clear understanding of Health & Safety practices, including Risk Assessment.
  • Customer orientated approach.
  • Enthusiastic and conscientious.
  • Clear, strong, and confident communication skills.
  • Team player with an enthusiastic attitude.
  • To work efficiently and effectively in a team as well as individually.
  • Able to work off their own initiative and with minimal direction.
  • Excellent written and oral communication.

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