Analyst-Customer Service

Our expectations
Our values are a pivotal component to being the chosen real estate expert and strategic advisor to the leading owners, occupiers and investors around the world.

Support our People

• Our employees are our most valuable resource.
• We want to attract, develop and retain the best people.

Serve our Clients

• We determine our success by the value we produce for our clients.
• We want to be our client's trusted advisor and preferred business partner.

Aspire to Leadership

• We always strive to be the best in everything we do.

These values guide our conduct and behaviour towards everyone with whom we come into contact. Specifically, our expectations for all employees are that we will all behave in accordance with the following expectations:

• Behave at all times in accordance with JLL's policies and procedures and report any concerns to your line manager.
• Work in a safe manner, in compliance with all relevant Occupational Health and Safety requirements.
• Comply with JLL's Quality and Risk Management Systems.
• Proactively pursue ongoing personal growth and professional development
• Behave in a manner that results in a workplace free of discrimination, harassment, and intimidation and bullying.
• Carry out all duties as set out in this position description, and other work as directed by your Manager, in line with your ability to do so in a safe and competent manner

Key Dimensions
Financial Delegation
The position has no set financial delegation. The VAST Operations Manager must approve all financial expenditure.

Key Internal Relationships
The Capital Markets Business Support Specialist:

• Reports to the Assigned Manager on daily issues/queries, identified risks or concerns or if requiring assistance.
• Interacts with VAST to share knowledge and contribute to continual improvement of the team.
• Interacts and builds a high level of rapport with CM Staff and VAST Manager for Operations to achieve our vision and strategic goals.

Key External Relationships

• Liaises with CM Staff regarding documentation or file clarification

Key Accountabilities – "How We Plan To Get There"
EMPLOYING THE BEST PEOPLE

• Provide advice and assistance to other VAST Members as requested, and escalate any identified risks to the VAST Manager for Operations or the VAST Lead.
• Provide a higher level of administrative support and assistance to facilitate a smooth process

PROVIDING SUPERIOR CLIENT SERVICE

• Efficiently manages time to meet required timeframes and obligations relating to the provision of quality client service.
• Appropriately and correctly uses all internal systems, processes and policies.
• All work is completed to required standards ensuring accurate and compliance with any relevant industry and client requirements.
• At all times ensures a 'client first' attitude is displayed when undertaking the role, including provision of high quality service to internal and external client
• Answer inbound calls and all other client requests as required, assisting clients and responding to client requests where appropriate and in a timely manner.
• Ongoing monitoring and management of all internal valuation systems through the entire workflow lifecycle.
• Accurately update job status on Enquiry Schedule
• Accurately update job status on all online systems

DEVELOPMENT AND INNOVATION

• Attend all VAST meetings, actively contributing ideas and suggestions for continuous improvements in processes and systems.
• Identify opportunities for continuous improvement in processes and systems and provide suggestions to management and other key staff.
• Monitor own performance against set KPIs and adjust work processes as required in order to meet KPIs.

Other

• Other duties within safety and competency parameters, as directed by your assigned Manager, from time to time.
• Conduct all activities in accordance with the Company's Quality management system.

Qualifications And Special Requirements

• Tertiary qualifications in valuation or a property related discipline, an advantage
• Intermediate skills in MS Outlook, MS Windows and Internet.

Key Performance Indicators
Knowledge

• Demonstrated knowledge of office work processes and experience in following these.
• Knowledge of professional standards and expectations in an office environment.
• Practical knowledge of customer service standards and experience in a service driven environment.
• Knowledge of and prior experience in meeting client SLAs and individual and team KPIs.

Skills

• Demonstrated time management skills, with proven ability to deliver results within deadline.
• Demonstrated customer service skills, with the ability to communicate effectively with a diverse range of internal and external clients.

• High computer literacy skills, including the ability to effectively and accurately use (or the ability to quickly learn to use):

• Microsoft Office programs (Word, Outlook and Excel)

Abilities

• Ability to manage own time and workflow effectively to meet/exceed turn around times and deadlines.
• Ability to deal with challenging KPIs and factors outside own control.
• Ability to work within a busy 'open plan' office environment, and continue to focus on work despite interruptions.
• Ability to work with attention to detail and high degree of accuracy
• Ability to respond to urgent requests in a calm and professional manner.
• Ability to work with Team Leader to improve efficiency of individual and team work processes and approaches.

Key Performance Indicators
Work Productivity

• Particular Queue are actioned within 2 hours of receipt
• All contact (emails, phone calls, MS Teams, system notifications, etc) for specific property requests are recorded– 100% compliant
• All valuation files are updated daily on various systems with current action and delay notifications. Notes to be accurate and contain full and relevant action taken and next steps required.
• Monitor client systems and provide meaningful communication on valuation requests.
• All daily work received, has been processed with relevant updates.

Team Focus

• Feedback from your assigned Manager and the wider Risk team is positive.
• Feedback from Valuers, other staff within our department and the greater JLL community is positive.
• Demonstrate forethought to provide assistance to others during quieter workflow periods.

Quality and Compliance

• All valuation jobs are booked in with in the JLL preferred booking timeframes
• All valuation jobs are charged the correct fee as per the current client fee schedules or as quoted.
• All valuation jobs have the correct service type requested within the online platforms
• All workplace incidents, hazards, risks and opportunities for improvement are appropriately reported.

Growth Of The Company

• Identifies areas where service quality can be improved and actively participates in initiatives to deliver improvements
• Conveys any identified opportunities for new business to Manager and participates in establishing and maintaining client relationships were required.