JLL are currently recruiting for a Fixed‑Term contract and this position will be responsible for the Workspace and Guest Experience within the assigned Client portfolio, with a focus on providing outstanding end‑to‑end Experience in the Workspace and to Guests coming to our buildings. Reporting to the Workspace Experience Lead, this role will be responsible for supporting and driving the experience culture for multiple sites. A key aspect of this role is engaging with key site stakeholders, other service partners and vendors as well as site occupants as the ultimate service recipients. What your day‑to‑day will look like: Transforming to the Workspace Team of the future.
Responsibilities
- Develop the Workspace Experience Ambassador team capabilities, to ensure there is a highly proactive, responsive, dynamic, and agile team.
- Support the use of technology and digital platforms to enable the Workspace Experience Ambassador team to be agile and present and deliver best‑in‑class service.
- Support a culture of continuous learning within the team, supporting their career development.
- Promote and share best practice across the team to align service standards.
Client/Stakeholder Management (in support of the Workspace Experience Lead)
- Develop meaningful stakeholder relationships to ensure we are aware of business needs, enabling agility with the changing requirements of the portfolio and site stakeholders.
- Work closely with Workspace Operations Managers (FM) to ensure we deliver an aligned and seamless one team approach.
- Ensure all feedback insights are shared with the Workspace Experience Lead in a timely manner, allowing trend identification, root cause analysis as well as sharing our successes.
Leadership / Staff Management
- Assist the Workspace Experience Lead with the deployment of behaviour‑based training, playbooks, and JD's.
- Actively encourage an environment that supports cross‑functional teamwork, co‑operation, performance excellence, and personal success.
- Create a culture of accountability and ownership where the team provides a personal service and follows up as necessary.
Operations Management
- Ensure the delivery of all operational requirements as per the client’s scope of work across the site.
- Support the team’s awareness of business and team activity with regular and ad‑hoc communication including regular team meetings and one‑to‑ones.
- Provide guidance on Guest Experience systems including visitor registration and events to support Client colleagues with any queries.
- Ensure the Guest Experience Ambassador team is consistently aware of VIP activity throughout their sites, such that service is exceeded at any touchpoint and that wider JLL site colleagues are aware of any VIP activity.
- Ensure that the team adheres to the highest levels of personal presentation/appearance and wears the correct uniform.
- Carry out regular service audits of both the guest and colleague areas across the Client sites to ensure they are operating with service excellence at the forefront, ensuring any learnings are shared and issues closed out in a timely manner.
- Operate proactively to support the entire Team, demonstrating a can‑do attitude; this includes supporting on reception desks if needed.
- Support Regional initiatives such as user experience programs, JLL system rollouts, regional training programmes/workshops, and client initiatives as appropriate, through driving implementation and consistency across the region.
- Ensure operations are aligned to financial processes and controls are always adhered to achieve good financial management.
- Ensure compliance with JLL and client Health, Safety, Environment, and Risk Management policies and procedures.
- Maintain data integrity across all systems across the Region and perform audits to demonstrate.
- Exceed SLA/KPI scores.
- Hire, attract, and retain a team of top‑talent employees and ensure company standards are met.
- Resolve users' complaints and concerns with solutions and follow‑up; work proactively to avoid future complaints and ensure timely escalation to the Workspace Experience Lead or UK Workspace Lead.
- Support—and participate as a key team member—in response to any on‑site emergency situations, ensuring workspace experience team members are on the ground, mitigating risk, and engaging with colleagues as needed.
What we expect from all our colleagues on account
- Our goal is to provide enhanced workplace experiences that will be long remembered by our clients. In this role you will be a part of delivering a best‑in‑class experience for our client's personnel, customers, and guests in a connected workspace which promotes a culture of inclusion and safety.
- With a focus on creating an environment that enhances productivity, collaboration, and well‑being, you'll have the opportunity to create exceptional workplace experiences and drive employee satisfaction and engagement to create opportunities for everyone to flourish.
- Our colleagues prioritise the health and safety of people and buildings. This includes following established safety protocols, reporting hazards/ incidents, maintaining cleanliness, encouraging safe practices, and staying informed about health and safety measures. By actively adhering to these expectations and following One Team S.A.F.E.R together vision, we can create a secure and healthy working environment for everyone involved.
- Report at least two good catches per year, attend the SAFER together workshop and complete all safety trainings within the due date.
- You are responsible for leveraging your expertise to find actionable insights from our data and translate them into action, clearly communicating the "what", "so what" and "now what". By embracing curiosity to explore data, courage to act on insights, and collaboration to communicate the change we will ensure we meet JLL and HSBC's strategic desire for data‑driven decisions.
- You will be part of delivering best‑in‑class sustainability solutions for our client, promoting resource efficiency, energy conservation, and environmental stewardship. With a focus on creating a culture of environmental responsibility, you have the opportunity to support innovative sustainability initiatives and drive continuous improvement across our operations and contribute to our client's sustainability goals. Your efforts will play a vital role in creating a more sustainable built environment and fostering a healthier planet for generations to come.
Qualifications
- Excellent verbal and written communication skills as well as presentation skills.
- Able to adapt to a fast‑paced working environment and versatile in meeting changing client needs and requirements.
- Strong analytical, organisational, and administrative skills including attention to detail.
- At least 2 years of leadership experience within a Front of House role in a Corporate or hospitality environment.
- Self‑motivated service leader committed to driving service excellence.
- Experienced in leading client services and maintaining standard operating procedures and other internal/external communication methods.
- Experience of managing change and new initiatives.
- Able to effectively collaborate with other teams.
- Ability to demonstrate empathy and excellent customer service.
- Must be computer literate including MS Office.
- Ability to use own initiative and take ownership.
- Ability to manage conflict.
- Should have an excellent and positive "can‑do attitude" and be a great team player and leader.
