Customer Services Team Leader

JLL empowers you to shape a brighter way.  Our people at JLL and JLL Technologies 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.    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 teammembers 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 qualitySound like you? This is what we're looking for:The Team Manager needs to be a committed team player anddemonstrate sound leadership skills. The Team Manager needs to beable to keep morale high in the team and constantly ensure the team iscommunicative and supportive. You will have a team of direct reports managing a volume of work. The Customer Service Centre is a dynamic and fast pacedenvironment.Interpersonal Skills / Interpersonal Sensitivity and FlexibilityStrong enthusiasm and passion for the property industry either completed or completing a property or equivalent degreeLeadership and excellence people management skillsAbility to motivate, convince and incentivise peopleHighly developed oral, listening and written communication skillsTeam Player, focussed on the best outcome for allPersistent with a "can do" attitudeWhat 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.Location: On-site –Parramatta, NSW, Sydney, NSWIf 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 tableJLL Privacy NoticeJones 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. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.For additional details please see our career site pages for each country.For candidates in the United States, please see a full copy of our Equal Employment Opportunity policy here.Jones Lang LaSalle ("JLL") is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.  If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process –  you may email us at This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.