Customer Service Manager

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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.

One TEAM

The individual is representing the GBS Workplace Services locally and manages all involved subcontractors across the IFM scope of service.

General

• Provide a proactive approach to develop good working relationships with all involved parties.
• Ensure the provision of a safe and healthy working environment and ensure compliance with all company policies and procedures as well as client site policies, procedures and working arrangements as required.
• Ensure a professional image of JLL is presented to clients and visitors, and ensure excellence in customer service is delivered and promoted at all times.

Client/Stakeholder Management

• Interact on a regular basis with the appropriate P&G stakeholders such as HR representatives and on-site client personnel to discuss ongoing service delivery and planning.
• On-site key point of contact for Facilities Soft Services in the client’s premises.
• Proactively engage end users to ensure that on site client’s expectations are met and exceeded.

Human Experience

• Enjoy and excel working in a fast-paced environment.
• Be detail-oriented to deliver results timely and with the highest quality.
• Feel empowered to create memorable human experiences for the client, the internal JLL team, and the account’s OneTeam while upholding safety standards.
• Be a passionate expert that embodies the JLL Human Experience culture of being an early adopter and turning problems into opportunities while having the flexibility to think outside of the box.
• Be a role model with uncompromising standards who works as a collaborative team player, communicates professionally and demonstrates accountability.
• Be open to new and innovative ideas and focus on continuous improvement and delighting the customer.
• Think “Workplace Experience”. Everyone in the organization is part of the team!
• Be a proactive, empathetic leader who brings a positive attitude to the workplace each day.
• Be a change agent who lives JLL’s core values, including: ethics, teamwork and excellence.
• Working with and for people is your passion!

Asset Management

• Support WEL with assets audit preparation.

Purchasing, Accounting and Vendor Management

• Ensure vendors are well-managed, delivering services on time, within budget and according to P&G HS&E guidelines.
• Ensure that vendor procurement processes comply with agreed client procurement guidelines as well as JLL best practice.
• Collection and evaluation of vendor offers for variable services.
• Assist Facility Manager in sourcing related work.
• Invoice, Purchase order and accruals preparation.
• Work with Regional and Global Purchasing to implement Regional/Global sourcing strategies.
• Act as single point of contact for the contract partners and assure regular follow up of day-to-day business.
• Ensure that the financial targets are met in the area of responsibility.
• Provide standard monthly/quarterly/annual reporting and management reports as required.

HS&E Management

• Support WEL in preparation of yearly HS&E audit.
• Enforce a zero tolerance to unsafe working practices to target a zero-accident rate.
• Comply with all JLL and P&G HS&E requirements and policies.

Security Management

• Daily management of and regular meetings with local Security supplier.
• Support WEL in annual APR audit.

Site Operations Management

• Assist in other regional/local GBS Workplace Services activities.
• Provide site communication and support the local client (HR) or JLL team in creating it.
• Set up process documentation for initiatives and SOP work processes in general.
• Support the development, implementation & delivery of training for yourself & the operational team.
• Regularly interact with the counterparts in DACH and Europe to exchange ideas, approach towards initiatives and innovations.
• Deliver services as defined in the relevant schedules of the Master Agreement.
• Report critical & key performance measurements & achieve targets.
• Seek for innovation and create a hospitable approach towards the client in your area of responsibility.
• Work with Client and WEL to develop and implement improved/new processes that improve service to the client and/or reduce cost.

Location: On-site – Kronberg im Taunus, DEU

If 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 table!