Customer Relationship Manager

JLL supports the Whole You, personally and professionally.

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 will live, work, play, shop, and eat.

**What this opportunity involves**:
Are you passionate about providing exceptional customer service and building strong relationships with tenants? Do you thrive in an environment where you can make a difference and create a unique service experience? If so, we have an exciting opportunity for you.

As a Customer Relationship Manager (CRM) at Melbourne Quarter Tower, you will be an integral part of the building management team. You will work closely with the wider service team, key stakeholders, contractors, owners, and tenants to ensure the highest standards of service delivery.

**An overview of the role**:

- Act as the Customer Service Champion, being the main point of contact for all tenants
- Liaise effectively with the JLL team to address service delivery issues
- Chair operational meetings with tenants and the onsite operations team
- Ensure prompt and satisfactory resolution of tenant service requests (TSRs)
- Identify operational areas that require attention and maintain the highest standards of presentation
- Develop and execute plans for customer retention and community engagement
- Manage front-of-house, tenant-related, and customer experience contracts
- Conduct regular service meetings with contractors and enforce contract terms
- Prepare and manage the budget and control costs for building services
- Identify and collate any recharges for services provided by Building Management
- Manage the concierge team in developing, marketing, and selling exhibitions, functions, and events
- Promote casual leasing and film/photography opportunities on-site
- Prepare and manage the Melbourne Quarter Tower Customer Service Training program
- Comply with all safety and quality-related matters on-site
- Manage response to on-site incidents and report to owners and insurers

**Sound like you? This is what we’re looking for**:

- Minimum 5 years of experience in customer service
- Demonstrated ability to drive customer excellence and lead teams to deliver results
- Excellent communication and organizational skills
- Experience in the events/property industry is desirable
- Sound knowledge of MS Suite of products
- Friendly, pleasant, and outgoing demeanor

**What you can expect from us**:
You’ll join an entrepreneurial, inclusive culture. One where the best inspire the best. Where like-minded people work naturally together to achieve great things. Join us to develop your strengths and enjoy a fulfilling career full of varied experiences. Keep those ambitions in sight and imagine where JLL can take you.

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 regardless of race, gender, age, sexual orientation or disability, and that is why, for more than a decade, we continue to rank among the World’s Most Ethical Companies. 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.

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.

Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both g