Customer Services Team Leader

Location
Sydney NSW
 
Full job description
JLL supports the Whole You, personally and professionally.

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.

Shaping the future of real estate for a better world!At JLL, we see a Brighter Way forward for our clients, our people, our planet, and our communities. With over 200 years of real estate experience, we are, and always have been, in continual pursuit of brighter ways of working.
We bring to life see a Brighter Way in all that we do by seeking better, smarter, more innovative ways of working. We approach our work in a warmer, more optimistic, and inclusive way.
JLL is a global leader in helping clients envision where people live, work, play, shop, and eat.

What this job involves:
The Customer Service Centre Manager ensures the CSC manages customer requests regarding property and facilities management at a supreme level. The team must ensure each and every caller and online request is managed from inception to completion. The team manages this service through a variety of systems and consults closely with site teams, contractors, owners, tenants, executives, and portfolio managers to ensure effective service is provided.

A snapshot of the role:
Function as the single focal point of contact and support to team members on all operational issues.
Identify training gaps and conduct team training and development to ensure staff are fully aware of updated processes.
Co-ordinate weekly and monthly team meetings and coaching session with each team member and discuss quality and quantity of their work.
Publish and administer the team roster.
Perform quality control and performance management through quantitative and qualitative measures.
Oversee service delivery standards and proactively enhance workflow processes.
Manage leave policies and conduct performance reviews.
Maintain and update data and system integrity.
Improve operator efficiency and service quality

Sound like you? This is what we’re looking for:
The Team Manager needs to be a committed team player and
demonstrate sound leadership skills. The Team Manager needs to be
able to keep morale high in the team and constantly ensure the team is
communicative and supportive. You will have a team of direct reports managing a volume of work. The Customer Service Centre is a dynamic and fast paced
environment.
Interpersonal Skills / Interpersonal Sensitivity and Flexibility
Strong enthusiasm and passion for the property industry either completed or completing a property or equivalent degree
Leadership and excellence people management skills
Ability to motivate, convince and incentivise people
Highly developed oral, listening and written communication skills
Team Player, focussed on the best outcome for all
Persistent with a "can do" attitude

What you can expect from us:
As an organisation, we don’t just accept that we are a place of many different people, but we embrace it, we celebrate it, and we proactively support the needs that difference brings. JLL is committed to equal opportunity and building an inclusive workplace. This is why, for more than a decade, we continue to rank among the World’s Most Ethical Companies. We support applications from all underrepresented groups, including Aboriginal and Torres Strait Islanders, LGBT+, people with disability and people of all age, religions and race. We are dedicated to offering veterans from all ranks and services a successful civilian career as they transition out of the military. We recognise and appreciate the skills acquired in their service careers as vital and transferable to our workforce.

Apply today, quoting job reference number ATREQ451897

Please note, although developing relationships with agencies forms a component of the JLL talent acquisition strategy, on this occasion agency submissions will not be accepted.

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!

Personalized benefits that support personal well-being and growth:

JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.

About JLL –

We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.