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Space Data Helpdesk Manager in London at JLL

Date Posted: 3/3/2019

Job Snapshot

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Job Description

We are looking for a Space Data Helpdesk Manager for our IFM business line.

About JLL

We’re JLL. We’re a professional services and investment management firm specializing in real estate. We help organizations around the world achieve their ambitions by owning, occupying and investing in real estate.

If you’re looking to step up your career, JLL is the perfect professional home. At JLL, you’ll have a chance to innovate with the world’s leading businesses, put that expertise into action on landmark projects, and work on game-changing real estate initiatives. You’ll also make long-lasting professional connections through sharing different perspectives, and you’ll be inspired by the best. We’re focused on opportunity and want to help you make the most of yours. Achieve your ambitions – join us at JLL!

London, UK

Role Purpose

This Space Data Helpdesk Manager is expected to work closely with the other member of the Quality Assurance team (Space Audit Manager) in strengthening space data quality and service by attending to customer queries/complaints in a prompt manner

What this job involves

  • Manage processes, procedures, policies, standards and data associated with the Helpdesk as per the client’s standards whilst not contravening any rules.
  • Attend and resolve customer queries and complaints on FMS data / user experience in a prompt manner within 2 working days.
  • Coordinate and consult with interconnected teams involved in End to End Space Management process / journey for resolving user queries.
  • Maintain an audit trail on queries and complaints handled by the Helpdesk team to be able to derive meaningful user experience data for improving space data quality.
  • Responsible for designing and publishing statistics (as per agreed measures and frequency) on helpdesk enquiries and resolutions.
  • Maintain transparency and timelines in reporting data on email helpdesk enquiries to the wider business teams thereby leading to improvement in service quality.
  • Publish reports with context to aid the client in improving space data quality.
  • Leadership:
  • Reports issues and concerns related to the overall Global Email helpdesk function to the key stakeholders
  • Client/Stakeholder Management:
  • Wider Business Units across geographies and countries including the stakeholders initiating the email enquiry.
  • Department Managers and/or Administrative Assistants (Space Liaisons).
  • Move Coordinator (Move Project Manager).
  • Occupancy Planners to review short / long term strategy of building(s).
  • Deliver an exceptional quality of service to the Client, as reflected by Client feedback.
  • Facilitates and/or resolves issues related to the Email Helpdesk process.
  • Finance Management / Cost Control / Profitability:
  • Report space data queries for all key locations.
  • Regularly reports back to key stakeholders listed in the leadership section above.

Sound like you? To apply you need to be able to demonstrate the following skills and experience

  • Excellent Customer Service experience preferably with an emphasis on dealing with customers and clients both face to face, via email or over the phone.
  • Excellent written and verbal skills.
  • Ability to work as a team member as well as under own initiative.
  • Ability to solve problems individually and in a team setting.
  • Ability to investigate anomalies and issues using all available tools and make constructive recommendations.
  • Minimum Associate’s Degree.
  • Proficient with Microsoft Excel, PowerPoint, and Word.

Critical Competencies for Success

  • Diagnostic skills to solve data and reporting issues.
  • Ability to understand complex ideas and communicate those ideas to others within the team.
  • Works collaboratively with cross-functional groups.
  • Clearly articulate problems and solutions to management.
  • Attention to detail.
  • Enthusiastic and hardworking.
  • Good time keeper.
  • Reliable and well organized.

Other Personal Characteristics

  • Strong desire to find improvement opportunities within work stream.
  • Brings solutions to management when presenting concerns.
  • Ability to discern appropriate levels of issues for proper escalation.

What you can expect from us

You’ll join an entrepreneurial, inclusive culture. One where we succeed together – across the desk and around the globe. Where like-minded people work naturally together to achieve great things.

Our Total Rewards program reflects our commitment to helping you achieve your ambitions in career, recognition, wellbeing, benefits and pay.

Join us to develop your strengths and enjoy a fulfilling career full of varied experiences. Keep those ambitions in sights and imagine where JLL can take you...

Apply today at

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