Operations Centre Advisor

About JLL

JLL Workplace Management offers a dynamic environment where professionals collaborate on innovative workplace and facilities management projects alongside global leading businesses. Join JLL to leverage your expertise, build meaningful professional relationships, and pursue ambitious career goals in a company focused on growth and opportunity.

Key Responsibilities

• Manage the complete lifecycle of work orders, coordinating both planned and reactive maintenance activities collaboratively with Integral engineering and supply chain partners.
• Record detailed and accurate information related to service requests, incidents, and complaints to ensure effective resolution and enable data-driven trend analysis.
• Monitor, take action on, and escalate work orders and incidents to meet agreed service level agreements (SLAs), keeping clients regularly informed on progress and status.
• Facilitate procurement of external services, including generating purchase orders and overseeing service delivery.
• Maintain a thorough understanding of the Maximo asset management system, mobile and scheduling tools, client facilities management services, and relevant processes and procedures.
• Continuously seek opportunities to enhance skills and knowledge, documenting personal development and addressing call observations.
• Stay updated on contract modifications and disseminate new information within the team and to stakeholders.
• Manage customer complaints proactively, adhering to the formal complaint resolution process.
• Demonstrate adaptability by supporting various CEC contracts, projects, and initiatives as needed to address evolving business requirements.

Qualifications and Experience

• Minimum of two years experience in roles related to work order management, scheduling, or mobile resource planning, with a preference for facilities management backgrounds.
• Proven ability to coordinate service delivery within a mobile workforce setting, including overseeing parts management and subcontractor services.
• Experience working in customer service environments focused on meeting SLAs, monitoring performance metrics, and achieving individual work objectives.
• Exceptional communication skills, both verbal and written, are essential.
• Capability to maintain composure and efficiency in fast-paced and demanding work environments.