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Account Coordinator
JLL Experience Services team members are “experts who create value through lasting partnerships.” At JLL, it is our goal to provide workplace experiences that will be long remembered by our clients. We set the standard for superior experiences for our clients and our teams.
Job Summary
The Account Co-Ordinator role supports the whole EMEA Account Team in managing all data and reporting requirements, as well as proactively supporting the team administratively across the Leadership, Events and Project Management functions
This role manages the implementation, optimization, and training of the Corrigo work order management system across all regional sites, analyzing ticketing data to identify trends and generate KPI reports while serving as the primary point of contact for escalated issues. Oversees the regional helpdesk operation, developing policies and procedures, implementing tiered support structures, and monitoring performance metrics to ensure efficient and effective user support throughout the organization.
Job Responsibilities
EMEA Team Support:
Provide administrative support to the Project Management function to include reporting and billing- Support the Events team across all reporting and billing activities
- Proactively support/cover the London Reception function as required during absence
- Provide ad-hoc support to both the Client and JLL Management Team
Helpdesk Management:
Oversee the regional helpdesk, ensuring efficient and effective support for all users.
Develop and implement helpdesk policies, procedures, and best practices.
Manage the helpdesk and performance evaluations, establish, and monitor key performance indicators (KPIs) for the helpdesk, such as average response times and customer satisfaction scores.
Implement and maintain a tiered support structure to effectively escalate and resolve complex issues.
Corrigo and Ticketing System Management
Oversee the implementation and optimization of Corrigo, our work order management system- Ensure all team members are properly trained and proficient in using Corrigo for work order management and reporting.
- Regularly analyze ticketing data to identify trends, recurring issues, and areas for improvement in engineering processes
- Generate and present comprehensive reports on key performance indicators (KPIs) derived from Corrigo data, including response times, resolution rates, and customer satisfaction metrics.
- Support collaborate with IT and other departments to ensure seamless integration of Corrigo with other business systems.
- Continuously evaluate and recommend improvements to the ticketing workflow to enhance efficiency and user experience.
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Reporting Support:
Ensure accurate and timely data input from regional operations into business reports
Validate and verify regional data ensuring consistency and accuracy across all metrics.
Derive actionable insights for regional operations improvement.
Participate in regional reporting strategy meetings to represent regional interests and contribute to continuous improvement of reporting processes.
About You
You have strong administrative and data analysis skills
You are a proactive self starter who is an open communicator, comfortable working in a dynamic, high paced environment
You have worked in a similar role and have skills to lead and influence others including virtual teams.
You are able to build and maintain positive client relations and network at all levels.
You are able to audit your own work.
You are open and have good communication skills.
You are proficient with Word and Excel and have a keen interest in technology You strive for excellence in what you do and share ideas for improvement.
You are organized, work efficiently and can meet tight deadlines with professionalism and service focused approach.
You are adaptable to work to requests and projects that may vary.
Qualifications
2+ years prior experience in Facility Management or Operations and/or knowledge of commercial real estate.
Leads by example.
Track record of initiative, integrity, and good judgement.
Strong analytical/financial aptitude.
Ability to gather data, assess situations and quickly develop solutions.
Highly collaborative with strong interpersonal skills.
Excellent verbal and written communication skills with the ability to communicate professionally.
Proficient skills in Microsoft Office Suite (Excel, Work, PowerPoint, and Outlook).
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!
#LI-JA1
Location:
On-site –London, GBR
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!
At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.
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