Job Description

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.
Switchboard Operator
The Switchboard Administrator is responsible for providing a professional; customer orientated telephony service and is the first line of contact for the Aon client dealing with callers from all different areas and companies.
Additionally, the Switchboard Administrator is responsible for representing Jones Lang LaSalle in the local and regional business and real estate community to promote JLL's reputation and capabilities.
Customer Service

• Always maintain a courteous and professional approach to ensure all callers feel valued from the start.
• Respond promptly to incoming calls, minimizing the caller wait time.
• Respond to calls using the defined greeting appropriate to the specific incoming line.
• Effectively and efficiently deal with callers' requests, listening carefully to route correctly the first time.
• Be familiar with staff extensions and the location/services provided by various client departments to enable efficient service.
• Investigate any data discrepancies, queries, and departmental changes to ensure the database is fully up to date.
• As required, provide a messaging service on behalf of callers to the Client Account Managers.
• Ensure all colleagues' names and contact numbers remain confidential and that no personal details are shared.
• Support by communicating with the switchboard team about updates and procedures; maintain current client information on the switchboard through regular communication.
• Modify switchboard data as needed, including additions, removals, and updates.
• Document software issues and failed calls, escalating major incidents to the IT team.
• Provide support for challenging calls and share relevant findings with the team.
• Remain calm under pressure, use initiative, and manage changing priorities as they arise.
• Communicate clearly and effectively, using tact and diplomacy when dealing with diverse groups of people.
• Escalate technical issues with the switchboard through predefined channels.

HSE, Security & Quality

• Demonstrate a permanent high level of security awareness, knowledge of emergency evacuation, and health & safety procedures.
• Understand and actively support JLL's Quality Management program.
• Report any suspected cases of phishing in line with client policy.

Site Operations

• Always ensure cleanliness of work area
• Provide management information relating to switchboard and helpdesk as and when required.
• Ensure accurate and detailed hand over is planned & passed on (for tasks for within responsibility), if absent from the business

Additional Duties

• Switchboard Administrator will be asked to support facilities management team for absence cover. This will cover:
• Inputting and progressing maintenance work requests and queries onto the helpdesk system
• Follow up due/overdue work orders with the appropriate organisation, escalating any concerns to the FM responsible
• Develop a strong knowledge & understanding of the Corrigo system.
• Develop a sound understanding of JLL, Landlord & Client responsibilities within the Aon UK portfolio.
• Work as a reliable, efficient, and flexible member of the team thereby contributing to team success

Key Skills
The candidate must demonstrate the following skills:

• Exemplary Customer focus
• Problem solving
• Decision makings
• Excellent verbal & written communication
• Proficient with the use of Microsoft Office tools

Experience

• Customer Service experience preferable

#LI-JA1
Location:
On-site -Surrey, GBR
If this job description resonates with you, we encourage you to apply, even if you don't meet all the requirements. We're interested in getting to know you and what you bring to the table! If you require any changes to the application process, please email or call +44 (0)20 7493 4933 to contact one of our team members to discuss how to best support you throughout the process. Please note, the contact details provided are to discuss or request for adjustments to be made to the hiring process. Please direct any other general recruiting inquiries to our page
I want to work for JLL.
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Jones Lang LaSalle