Dynamic Services Ambassador in London

JLL empowers you to shape a brighter way. 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.

Our goal is to provide an enhanced Workplace Experience that meets our client’s Property & Facilities Management (P&FM) vision of delivering: “A workplace that provides an integrated customer experience enabling colleagues to do their best work.” In this role you will be a part of delivering a World Class Workplace experience for our client’s colleagues, customers, and guests in a connected workplace which promotes a culture of inclusion and safety. The client’s Moments that Matter (MtM) programme provides a focus for creating an environment that enhances productivity, collaboration, and well-being. You’ll have the opportunity to create exceptional workplace experiences and drive colleague satisfaction and engagement to make opportunities for everyone to flourish.

The Dynamic Workplace Experience Ambassador is a multi-skilled role combining workplace operations with front-of-house, switchboard, and event coordination — delivering exceptional experience every day through proactive engagement and high-touch service. Team members are empowered and expected to be where the service is required, gaining unique exposure to both front-line hospitality and behind-the-scenes coordination. The Ambassador will increase the level of engagement and partnership between JLL, service partners, and the client to provide superior service delivery while enhancing their individual personal and professional skills. This client-facing role provides the opportunity to combine your passion for service, brilliant people skills, and enthusiasm for creating a hospitality-focused workplace environment.

Key Responsibilities

• Serve as the initial point of contact for all client colleague enquiries, issues, troubleshooting, and feedback related to services within the workplace, with the primary goal of positively impacting the care and comfort of client colleagues and guests.
• Enthusiastically welcome client colleagues and guests, anticipate their needs, and assist with arrivals, departures, and office orientations.
• Execute Ambassador services in a manner consistent with SLAs, standard processes, professional brand image, and compliant with applicable local laws, rules, and regulations.
• Build meaningful, lasting relationships with the client’s colleagues and guests, carrying calling and culture cards.
• Be visibly engaged and well known in the workplace; spend a minimum of two hours per day welcoming colleagues while also walking floors to ensure workspaces (offices, desks, conference rooms, mailroom, pantries, etc.) are stocked and maintained.

Operational Excellence

• Conduct routine walkthroughs and assessments of soft services delivery to ensure compliance with service level agreements, policies, regulations, and performance metrics, providing flawless execution and stable service delivery.
• Actively monitor and maintain the front desk, lobby, and surroundings to ensure an environment that is safe, clean, organised, and reflects brand standards.
• Receive and respond to all requests or issues within one day of receipt, including a personal follow-up to client colleagues to ensure questions and requests are answered.
• Create and own work orders for maintenance, safety, and security concerns through the appropriate channels and systems. Work orders remain the responsibility of the Ambassador through to completion and feedback to the client where applicable.

Performance & Continuous Improvement

• Support data collection, analysis, and reporting to ensure alignment with the client’s goals and objectives.
• Strive to continually improve experience service performance; achieve and exceed performance goals, team goals, and the client’s goals and objectives.
• Support the Workplace Satisfaction Survey (WSS) process to gather ongoing feedback from client colleagues; respond to all surveys received and follow up on any improvements identified.
• Engage in a culture of continuous improvement and innovation by leveraging business intelligence, adopting and participating in the development of best practices, new tools, process re-engineering, and other ideas that provide service delivery efficiencies.

Collaboration & Security

• Work collaboratively within the team.