Community and Facilities Coordinator

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

Location: Multistory, Birmingham

Reporting to: General Manager

What this job involves: This role combines facilities management excellence with community engagement and customer experience delivery. The position holder will assist in delivering facilities services to best practice standards while creating and implementing bespoke community and engagement programmes for occupiers and stakeholders. The role requires understanding business and investment objectives while establishing Multistory as a premier workplace destination.

Team Structure: The role holder will report to the General Manager, working closely with Client Relationship Directors (CRDs), Contract Directors (CDs), Management Services, Client Financial Services (CFS), Property Managers, Asset Managers, and Customer Experience (CX) teams. The position requires developing strong working relationships across virtual teams and with service partners.

What your day to day will look like:

• Facilities & Property Management: Ensure delivery of client KPIs as identified within the Property Management Agreement; Undertake on-site management in accordance with JLL policies, processes, and procedures; Manage procurement of supplies and services using accredited contractors and framework agreements; Monitor contractor performance against agreed standards; Manage building plant, equipment, and building management systems; Maintain, test, and implement disaster planning procedures; organize fire evacuation and emergency drills; Manage Health & Safety and environmental/sustainability activities; Establish and maintain proper site records in accordance with best practice; Monitor vacant/void property in conjunction with insurance policies.
• Community & Customer Experience: Act as a lead contact and coordinator for communication and events, working with CX teams and Food & Beverage providers; Create and oversee engaging community and placemaking strategies that connect customers; Deliver exceptional amenity and wellness initiatives for building occupiers; Establish and maintain strong relationships with occupiers, encouraging their involvement in strategic plans; Organise, and attend all occupier meetings and forums; Support occupier customer feedback programmes and surveys, using feedback to inform strategy; Develop and maintain occupier handbooks; Act as custodian of Brand Values, Asset Vision, and cultural pillars.
• Occupier Relations & Communication: Serve as point of contact for day-to-day building operations and occupier matters; Keep occupiers informed on building updates and provide information on a day-to-day basis; Liaise with occupier representatives, resolving matters at local level; Maintain good relations with all occupiers using tact and diplomacy.
• Commercial & Space Management: Manage internal and external booking of common areas, including meeting rooms, auditorium, and amenity spaces; Effectively manage occupier events and communications budget to maximize value.
• Reporting & Documentation: Provide regular reports on key aspects including occupier engagement, event participation, and space utilisation; Maintain confidentiality of all appropriate communications and documentation.
• Customer Experience Delivery: Deliver 'Instinct' (customer experience) operational initiatives across the portfolio with service partners; Support JLL and client initiatives and projects at site level to ensure success.

Measures of Success: Customer satisfaction and occupier engagement levels; Delivery of events programme; Stakeholder satisfaction and development of new relationships; Support and delivery of strategy and associated KPIs.

Knowledge, Skills and Experience:

• Essential: Strong interpersonal, verbal, and written communication skills; Exceptional organizational and multi-tasking skills; Intermediate to Advanced Microsoft Office skills; Ability to build relationships and establish strong networks; Experience in small to medium-scale event and budget management; Passion for customer experience; Innovative thinking – ability to be different and bold in approach; Commercially minded with business acumen.
• Desirable: Interest in innovative workplace solutions and hospitality-inspired office environments; Knowledge of local stakeholders; Workplace app experience; Understanding of well-being programmes.

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table!