Customer Services Team Leader

1 week ago

Sydney, Australia DAB-Jones Lang LaSalle (NSW) Pty Ltd Full time

**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**: 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.

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