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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.
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.
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.
Act as the first-level decision maker for request triage.
Differentiate between basic operational requests, technical issues, specialist MEPF matters, project-related works, and urgent incidents.
Escalate MEPF-related, safety-related, compliance-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, Handyman, MEPF, Project Management, vendors, and on-call teams.
Serve as the key communication bridge between internal clients and service delivery teams.
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.
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, issue ownership, and escalation judgement.
Review team performance, response quality, and case handling discipline.
Support team members in handling difficult users, repeated complaints, or unclear ownership cases.
Promote a proactive, accountable, and client-focused service culture.
Coordinate with vendors, building management, landlords, cleaning teams, security teams, handyman resources, and technical teams.
Follow up on vendor response and ensure delays are properly challenged, escalated, and communicated.
Support vendor access, quotation coordination, work scheduling, and completion confirmation.
Work closely with MEPF and PM teams for cases requiring technical assessment, annual planning, or project execution.
Track service request volume, response time, completion time, recurring issues, and aging cases.
Prepare regular service reports, dashboards, and issue summaries.
Identify recurring operational gaps and propose improvement actions.
Maintain proper records for work orders, user communications, vendor responses, and closure evidence.
Support continuous improvement of service workflow, SOPs, escalation logic, and client communication standards.
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.
At least 2–3 years of team coordination or supervisory experience preferred.
Experience in banking, corporate office, retail branch, commercial building, or outsourced facilities environment is a plus.
Strong experience in service request management, stakeholder coordination, vendor follow-up, and operational reporting.
Good understanding of workplace facilities operations.
Basic knowledge of MEPF, building services, repair and maintenance, cleaning, security, and office support services.
Ability to distinguish between minor service issues and technical escalation cases.
Familiarity with work order systems, service tracking tools, dashboards, and reporting.
Ability to lead a front-line service team.
Strong sense of ownership and accountability.
Good judgement in prioritization and escalation.
Ability to coach junior staff and improve service behavior.
Strong 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.
Client-focused mindset.
Calm, practical, and solution-oriented.
Detail-conscious and organized.
Able to work under pressure and manage multiple cases at the same time.
Willing to challenge delays and follow through until completion.
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.
The Client Experience Team Lead is the service ownership layer between users and technical/project teams. The role ensures that workplace and facilities requests are handled with proper triage, clear communication, timely follow-up, and disciplined escalation, while allowing MEPF and PM teams to focus on technical, specialist, and project-driven matters.
Location:
On-site –Taipei, Taiwan, China
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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We’re a leading professional services firm that specializes in real estate and investment management. JLL shapes the future of real estate for a better world by using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people and our communities.
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