Client Care

Question 1

How do you seek feedback and make sure it is cascaded?

Answer 1

Client voice survey twice a year and questions include how satisfied are you and how likely would you be to recommend JLL’s services to others
For larger client there are core and many whole team meetings to discuss progress / any informal feedback
Coming up with an action plan if not fully satisfied also having the survey twice a year means progress can be monitored

Question 2

What is JLL’s complaints handling procedure

Answer 2

Acknowledge receipt of the complaint within 2 working days. Director responsible for the business will understand a full investigation and provide a response within 15 working days. If dissatisfied it will be raised with the Complaints Officer who will investigate and respond within 15 working days. Otherwise mediation then arbitration

Question 3

What was included in the Project Initiation Document

Answer 3

Agreed meeting types and frequency
Clarification and confirmation of key stakeholders
Stakeholder engagement plan

Question 4

What are some of the risk and compliance procedures required by loan security clients

Answer 4

Lender action points e.g. any EPCs more than 5 years old
Groundsure report
SWOT analysis

Question 5

What did you do to provide good client care when working on the Client+ scheme

Answer 5

I produced a briefing document regarding the client’s strategy, commitments, financial position and recent acquisitions/disposals. This allowed anyone working with the client to be well informed and better understand their objectives. I also provided a monthly newsletter with key updates regarding my firm’s work with the client and other notable news