Workplace Lead

Workplace Lead (Facilities Manager) role at JLL

Job Summary

A highly self-motivated and passionate person about customer service a team player and with a great attention to detail.

You will take ownership and lead all aspects of the Workplace experience, oversee the desired behaviours, help orient and settle new and visiting staff, lead the facilities management team in providing a great workplace experience and provide the necessary support for business related events and community-based initiatives.

In this role, you will bring your people focused skills including strong stakeholder management and relationships building, continuous engagement and communications as well as your ability to proactively support the needs of our staff, clients and business partners.

You will be instrumental in ensuring the workplace delivers a great experience for staff, your ownership of the workspace by making sure you have happy customers in your community and your ability to proactively resolve queries and issues will be the cornerstone to your success in this role.

• Lead and manage the Customer Experience services within the workplace and its impact to all employees and visitors
• Proactive communicator with all key influencers within JLL
• Own the space within your portfolio of buildings ensuring a fantastic customer experience is delivered all the time
• Support the strategic JLL contract journey
• Liaising with the team and other key stakeholders
• Total responsibility for the service delivery and the customer experience
• Ensure your team is fully informed about operational updates, processes and account wide objectives so that they feel informed, involved and supported
• Provide written reports and quality data as required
• Key driver for the operational 1FM Workspace Experience Survey NPS
• Assist in the operational management of the portfolio of buildings comprising of critical environments and offices, coordinating with on-site and Verizon 3rd party suppliers to ensure service is maintained to the highest standard
• Own the operational space to ensure a fantastic Service Journey for customers within your location
• Support the look and feel of all portfolio buildings from housekeeping and cleaning perspectives
• Be aware of projects within the portfolio that may impact operational delivery, contract or Verizon risk
• Assist in the management, monitoring and reporting on the operational performance of the contract, including delivery of planned and reactive works and financial management
• Ensure full statutory and operational compliance is achieved in line with contract KPIs
• Work with the agreed financial parameters within the contract, ensuring that all security, health and safety items are completed within the agreed SLAs
• Ensure compliance with JLL H&S processes and procedures, including internal and external audits
• Actively participate and contribute to all team and management meetings
• Ensure customers are given prompt and efficient service and that expectations are consistently exceeded
• Regularly monitor customer feedback and develop an appropriate action plan based on results
• Maintain effective business relationships with the client by understanding their needs and translating them into the location
• Deliver on service objectives promised to the customer, client and team
• Establish and maintain controls to ensure the security of premises, materials, money and resources
• Aware of changing customer needs and develop new products and systems accordingly
• Provide an excellent standard of client service
• Any other duties required as part of the role as and when requested

• You are passionate about people, providing them with great experiences. A natural "people person" with exceptional customer service skills
• Strong relationship-building skills to understand and respond to the needs of staff and customers
• Proven ability to motivate, lead and develop a team
• Ability to interface across all levels of the organisation
• Ability to negotiate and influence across client and supplier organisations
• Ability to understand problems, their impact and provide resolutions in a timely manner
• Empowered to take action and resolve issues quickly and thoughtfully
• Computer literate
• Good written and verbal communication
• Ability to build and maintain relationships
• Ability to lead, motivate and develop a team
• Excellent time management and organisational skills
• Ability to react quickly and decisively when faced with a problem
• Ability to work under pressure and to tight deadlines
• Commercial and financial awareness in a client environment
• College degree preferable. Additional relevant experience acceptable
• 2-4 years of experience in a customer service and/or retail/sales role, ideally in multinational organisation

• Associate

• Full-time

• General Business and Engineering