Key Purpose
To act as a point of escalation for internal and external clients and advise processes in accordance with industry standards and company expectations by:

• Accurately advising on or directing escalation queries to the relevant party within the expected SLA;
• Ensuring correct work processes are followed
• Maintaining Work In Progress queue monitoring TAT levels;
• Obtaining all relevant information where possible; and
• Arranging appointments and maintaining Valuer’s appointment schedules;

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
This position has no set financial delegation. The assigned Manager must approve all financial expenditure.
Key Internal Relationships
This position:

• Reports to the assigned manager regarding the escalation of issues or queries where assistance is required or a risk issue is identified.
• Liaises with Valuers and/or State Managers on daily issues/queries, identified risks or concerns or if requiring assistance.
• Interacts with other Valuer Service Coordinators to share knowledge and contribute to continual improvement of the team.

Key External Relationships
This position:

• Liaise with clients including bank lenders, brokers, etc regarding documentation or file clarification, scheduling of appointments or payment of private valuations.
• Liaise with Core Logic as required regarding valuation milestones i.e. system updates, commercial quoting, etc.

Key Accountabilities – “How we plan to get there”
EMPLOYING THE BEST PEOPLE

• Provide advice and assistance to other Valuer Service Coordinators as requested, and escalate any identified risks to the Manager, Valuer Service Centre or the Valuer Service Team Leader.
• Provide a higher level of administrative support and assistance to facilitate a smooth valuation process to all Valuers as required.

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.
• Phone contact person to arrange and confirm booking of the valuation appointment as required
• Ongoing monitoring and management of all internal valuation systems through the entire workflow lifecycle.
• Accurately update job status on TOTOM.
• Accurately update job status on all online systems i.e. VMS/Valex/Valocity

DEVELOPMENT AND INNOVATION

• Attend all Valuer Service Centre team 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

• Intermediate skills in MS Outlook, MS Office, MS Windows and Internet.
• Intermediate to advanced skills in RP Data/Pricefinder, VMS, Valuation Exchange, Valocity, Value PRO/Totom

Key Attributes
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 both written and verbal.
• High computer literacy skills, including the ability to effectively and accurately use (or the ability to quickly learn to use) but not limited to:
  • Microsoft Office programs (Word, Outlook, Excel)
  • Value PRO/Totom System
  • Client online systems (Valuation Exchange, Valocity)
  • Industrial Programs (RP Data, Pricefinder, Landgate, SAI Global, PDS Live)

Abilities

• Ability to manage own time and workflow effectively to meet turnaround times and deadlines.
• 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 your assigned Manager, and Team Leader to improve efficiency of individual and team work processes and approaches.

Experience

• Experience working both autonomously and as part of a team
• Proven experience and strategies to deal with challenges associated with achieving KPIs and dealing with factors and scenarios outside of own control
• Experience in successfully working within a busy ‘open plan’ office environment, and ability to continue to focus on work despite interruptions

Key Performance Indicators
Work Productivity

• Email queries are actioned within 2 hours of receipt
• All contact (emails, phone calls, Teams/IM, LIXI, client system notifications, etc) for specific property requests are recorded within each corresponding property’s job history within Totom – 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
• Work with State Managers to ensure all valuation jobs are assigned to the Valuer with the correct qualifications, location and/or skills.
• Work allocated to a valuer is fully completed and meets internal requirement as well external industry standards
• 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.