Jll
ClientExperienceTeamLead
Neural analysis suggests this role is
optimal for Mid candidates.
“Client Experience Team Lead at Jll. Skills: Client Request Management, Service Triage & Escalation, Client Communication, Team Leadership, Vendor & Stakeholder Coordination, Operational Governance & Reporting. Lead the Client Experience team to manage daily workplace and facilities service requests.. Ensure requests are properly classified by urgency, complexity, risk, and required technical support.”
What You'll Achieve.
Service request response time; Work order completion time; Aging case reduction; User satisfaction / complaint reduction; Escalation accuracy; Vendor follow-up effectiveness; Quality of client communication; Recurring issue identification and improvement actions; Team productivity and service discipline
Industry & Context.
Calm, practical, and solution-oriented; Ability to distinguish between minor service issues and technical escalation cases.
What They're Looking For.
Must Have
Bachelor’s degree in Facilities Management, Business Administration, Engineering, Property Management, or related discipline., Minimum 5–8 years of experience in facilities management, workplace services, property management, client services, or corporate real estate operations., Experience in service request management, stakeholder coordination, vendor follow-up, and operational reporting.
Nice to Have
At least 2–3 years of team coordination or supervisory experience., Experience in banking, corporate office, retail branch, commercial building, or outsourced facilities environment is a plus.
What You'll Do.
Lead the Client Experience team to manage daily workplace and facilities service requests.
Ensure requests are properly classified by urgency
and required technical support.
Handle general facilities requests
and coordination cases.
Ensure service requests are acknowledged and followed up within agreed response timelines.
Monitor request progress from receipt to completion and ensure proper closure with users.
Act as the first-level decision maker for request triage.
Differentiate between basic operational requests
specialist MEPF matters
project-related works
and urgent incidents.
Escalate MEPF-related
or business-critical issues to the proper team in a timely manner.
Avoid unnecessary escalation while ensuring that high-risk issues are not underestimated.
Maintain a clear escalation framework between Client Experience
Serve as the key communication bridge between internal clients and service delivery teams.
and professional updates to users and stakeholders.
Manage user expectations regarding response time
and operational constraints.
Handle complaints and sensitive service issues with professionalism and ownership.
Ensure the team demonstrates a service-oriented attitude rather than simply transferring responsibility to vendors or other teams.
Supervise daily work allocation within the Client Experience team.
Coach team members on service mindset
communication quality
and escalation judgement.
Review team performance
and case handling discipline.
Support team members in handling difficult users
or unclear ownership cases.
and client-focused service culture.
Coordinate with vendors
Follow up on vendor response and ensure delays are properly challenged
Support vendor access
quotation coordination
and completion confirmation.
Work closely with MEPF and PM teams for cases requiring technical assessment
or project execution.
Track service request volume
Prepare regular service reports
Identify recurring operational gaps and propose improvement actions.
Maintain proper records for work orders
and closure evidence.
Support continuous improvement of service workflow
and client communication standards.
How You'll Work.
Team & Collaboration
Coordination with MEPF, Project Management, vendors, building management, landlords, security, cleaning, and other support teams.; Serve as the key communication bridge between internal clients and service delivery teams.; Coordinate with vendors, building management, landlords, cleaning teams, security teams, handyman resources, and technical teams.; Work closely with MEPF and PM teams for cases requiring technical assessment, annual planning, or project execution.
Communication Scope
verbal and written communication skills; Ability to explain issues clearly to both users and technical teams; Professional complaint-handling capability; Ability to manage expectations under pressure; Provide clear, timely, and professional updates to users and stakeholders; Manage user expectations regarding response time, repair time, vendor availability, access arrangements, and operational constraints.; Handle complaints and sensitive service issues with professionalism and ownership.
Process & Methodology
project-related works, project execution
Full Job Description
**JLL empowers you to shape a brighter way**. Our people at JLL 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. ## Role Summary The **Client Experience Team Lead** is responsible for leading the Client Experience function and ensuring high-quality, timely, and professional responses to internal client requests across workplace, facilities, branch support, and daily operational matters. This role acts as the **first-line service owner** for client-facing requests, ensuring that issues are properly received, assessed, prioritized, assigned, tracked, and closed. The position requires strong coordination with MEPF, Project Management, vendors, building management, landlords, security, cleaning, and other support teams. The role is not only a request-forwarding position. The Client Experience Team Lead must ensure that every request is handled with the right ownership, response attitude, service logic, escalation discipline, and client communication standard. ## Key Responsibilities ### 1\. Client Request Management * Lead the Client Experience team to manage daily workplace and facilities service requests. * Ensure requests are properly classified by urgency, complexity, risk, and required technical support. * Handle general facilities requests, minor repairs, workplace issues, branch support, service complaints, and coordination cases. * Ensure service requests are acknowledged and followed up within agreed response timelines. * Monitor request progress from receipt to completion and ensure proper closure with users. ### 2
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