Client Experience Team Lead

Role Summary

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.

Key Responsibilities

• Client Request Management
• 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.
• Service Triage & Escalation
• 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.
• Client Communication
• 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.
• Team Leadership
• 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.
• Vendor & Stakeholder Coordination
• 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.
• Operational Governance & Reporting
• 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.
  
  

Required Qualifications

• 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.
  
  

Required Skills & Competencies

Technical / Operational Skills

• 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.
  
  

Leadership Skills

• 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.
  
  

Communication Skills

• 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.
  
  

Personal Attributes

• 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.
  
  

Key Performance Indicators

• 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.
  
  

Suggested Positioning Statement

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.